<?php
require_once __DIR__ . '/../includes/bootstrap.php';
require_once __DIR__ . '/../includes/ticket_extras.php';   // falls bootstrap.php noch die alte Version ist
require_once __DIR__ . '/../includes/imap_spam.php';
require_once __DIR__ . '/../includes/mail_reload.php';
$staff = require_staff_login();
$pdo = get_db();
$myDeptIds = staff_department_ids($staff); // null = Admin, alle Abteilungen

// Bilder von fremden Webseiten in E-Mails: Standard ist "nicht laden" (Datenschutz). Auf Wunsch (Knopf über der Nachricht) lädt nur
// dieser eine Seitenaufruf sie; dazu wird die Sicherheitsrichtlinie der Seite für diesen Aufruf erweitert und kein Verweis mitgeschickt.
$loadRemoteImages = ($_SERVER['REQUEST_METHOD'] ?? 'GET') === 'GET' && ($_GET['remote_images'] ?? '') === '1';
if ($loadRemoteImages) {
    header("Content-Security-Policy: default-src 'self'; script-src 'self' 'unsafe-inline'; style-src 'self' 'unsafe-inline'; img-src 'self' data: blob: https:; font-src 'self'; connect-src 'self'; frame-ancestors 'none'; base-uri 'self'; form-action 'self';");
    header('Referrer-Policy: no-referrer');
}

$number = $_GET['n'] ?? '';
$stmt = $pdo->prepare(
    'SELECT t.*, p.name AS priority_name, p.color AS priority_color, d.name AS department_name,
            s.name AS staff_name
     FROM tickets t
     JOIN priorities p ON p.id = t.priority_id
     JOIN departments d ON d.id = t.department_id
     LEFT JOIN staff s ON s.id = t.assigned_staff_id
     WHERE t.ticket_number = ?'
);
$stmt->execute([$number]);
$ticket = $stmt->fetch();

if (!$ticket) {
    flash('error', 'Dieses Ticket wurde nicht gefunden.');
    redirect('/staff/tickets.php');
}

if ($myDeptIds !== null && !in_array((int) $ticket['department_id'], $myDeptIds, true)) {
    flash('error', 'Sie haben keinen Zugriff auf Tickets dieser Abteilung.');
    redirect('/staff/tickets.php');
}

// Zusammengeführte Tickets die in dieses hier führen
$mergedFrom = [];
if (empty($ticket['merged_into'])) {
    $mfStmt = $pdo->prepare(
        'SELECT ticket_number, subject, requester_name, created_at FROM tickets WHERE merged_into = ? ORDER BY created_at DESC'
    );
    $mfStmt->execute([$ticket['id']]);
    $mergedFrom = $mfStmt->fetchAll();
}

// Wenn dieses Ticket selbst zusammengeführt wurde: Banner anzeigen (NICHT umleiten)
$mergedIntoBanner = null;
if (!empty($ticket['merged_into'])) {
    $stmt = $pdo->prepare('SELECT ticket_number FROM tickets WHERE id = ?');
    $stmt->execute([$ticket['merged_into']]);
    $mergedIntoBanner = $stmt->fetchColumn() ?: null;
}

// Ticket-Sperre: verhindert, dass zwei Mitarbeiter unbemerkt gleichzeitig am selben Ticket
// arbeiten (geteilte Logik mit der Mobile-App, siehe ticket_locked_by_other() in
// includes/functions.php). Eine Sperre gilt als abgelaufen, wenn sie laenger als
// TICKET_LOCK_TIMEOUT_MINUTES nicht mehr aufgefrischt wurde (z.B. weil der Tab einfach
// geschlossen wurde).
$lockedByOther = null;
$adminLockedBy = null;
if ($_SERVER['REQUEST_METHOD'] === 'GET') {
    $lockedByName = ticket_locked_by_other($ticket, (int) $staff['id'], $pdo);
    if ($lockedByName && $staff['role'] === 'admin') {
        // Administratoren dürfen auch ein von anderen bearbeitetes Ticket lesen und bearbeiten; die Sperre des anderen bleibt bestehen
        // (siehe Hinweis oben auf der Seite, dort lässt sie sich aufheben)
        $adminLockedBy = $lockedByName;
    } elseif ($lockedByName) {
        flash('error', "Dieses Ticket wird gerade von \"{$lockedByName}\" bearbeitet und kann nicht gleichzeitig geöffnet werden. Bitte warten Sie, bis die Bearbeitung abgeschlossen ist, oder bitten Sie {$lockedByName}, das Ticket freizugeben.");
        flash_locked_ticket($number, $lockedByName);
        redirect('/staff/tickets.php');
    } else {
        ticket_acquire_lock((int) $ticket['id'], (int) $staff['id'], $pdo);
        $ticket['locked_by'] = $staff['id'];
        ticket_assign_on_open($pdo, $ticket, $staff); // unzugewiesenes Ticket wird dem öffnenden Mitarbeiter zugewiesen

        // Automatische Zeiterfassung: Bearbeitung dieses Tickets beginnt (oder wird
        // aufgefrischt, falls schon eine Sitzung läuft) – jede andere noch offene
        // Sitzung desselben Mitarbeiters wird abgeschlossen, da er nun hier weiterarbeitet.
        start_or_touch_work_session($pdo, (int) $ticket['id'], (int) $staff['id']);
        finalize_other_open_sessions($pdo, (int) $staff['id'], (int) $ticket['id']);
    }
}
$lockedByOther = null; // wird ab jetzt nicht mehr gebraucht (kein Banner-Modus mehr)
if ($_SERVER['REQUEST_METHOD'] === 'GET') ticket_ack($pdo, (int) $ticket['id'], (int) $staff['id']); // gesehen: verschwindet aus dem Zähler der Apps

// Für den "Zeiterfassung läuft"-Hinweis in der Titelzeile
$myWorkSessionStmt = $pdo->prepare('SELECT started_at FROM ticket_work_sessions WHERE ticket_id = ? AND staff_id = ?');
$myWorkSessionStmt->execute([$ticket['id'], $staff['id']]);
$myWorkSessionStartedAt = $myWorkSessionStmt->fetchColumn() ?: null;

$collabStmt = $pdo->prepare('SELECT * FROM ticket_collaborators WHERE ticket_id = ? ORDER BY created_at');
$collabStmt->execute([$ticket['id']]);
$collaborators = $collabStmt->fetchAll();
$ticketProblems = ticket_problems_for_ticket($pdo, (int) $ticket['id']);
$scheduledReplies = scheduled_replies_pending($pdo, (int) $ticket['id']);
$ticketLinks = ticket_links_for($pdo, (int) $ticket['id'], staff_department_ids($staff));
$openProblems = ticket_problems($pdo, true);
$resolutionReasons = ticket_resolution_reasons();

$departments = departments_for_select($pdo, [(int) $ticket['department_id']]);
$priorities  = $pdo->query('SELECT * FROM priorities ORDER BY sort_order')->fetchAll();
$agents      = $pdo->query('SELECT id, name FROM staff WHERE is_active = 1 ORDER BY name')->fetchAll();
$teams       = $pdo->query('SELECT id, name FROM teams WHERE is_active = 1 ORDER BY name')->fetchAll();
// Nur Vorlagen dieser Abteilung und solche, die für alle Abteilungen gelten (keine Abteilung zugeordnet)
$cannedStmt = $pdo->prepare('SELECT id, title, body, department_id FROM canned_responses WHERE department_id IS NULL OR department_id = ? ORDER BY title');
$cannedStmt->execute([(int) $ticket['department_id']]);
$cannedResponses = $cannedStmt->fetchAll();

$helpTopicName = null;
if (!empty($ticket['help_topic_id'])) {
    $stmt = $pdo->prepare('SELECT name FROM help_topics WHERE id = ?');
    $stmt->execute([$ticket['help_topic_id']]);
    $helpTopicName = $stmt->fetchColumn() ?: null;
}

$organizationName = null;
if (!empty($ticket['user_id'])) {
    $stmt = $pdo->prepare('SELECT o.name FROM users u JOIN organizations o ON o.id = u.organization_id WHERE u.id = ?');
    $stmt->execute([$ticket['user_id']]);
    $organizationName = $stmt->fetchColumn() ?: null;
}

$fieldStmt = $pdo->prepare(
    "SELECT cf.label, cf.field_type, v.value FROM ticket_field_values v
     JOIN custom_fields cf ON cf.id = v.custom_field_id
     WHERE v.ticket_id = ? ORDER BY cf.sort_order, cf.label"
);
$fieldStmt->execute([$ticket['id']]);
$customFieldValues = $fieldStmt->fetchAll();

$tagStmt = $pdo->prepare(
    "SELECT t.id, t.name, t.color FROM tags t
     JOIN ticket_tags tt ON tt.tag_id = t.id
     WHERE tt.ticket_id = ? ORDER BY t.name"
);
$tagStmt->execute([$ticket['id']]);
$ticketTags = $tagStmt->fetchAll();
$allTags = $pdo->query('SELECT name FROM tags ORDER BY name')->fetchAll(PDO::FETCH_COLUMN);

$errors = [];

$snoozedUntil = null;
$followers = [];
$isFollowing = false;
$similar = ['articles' => [], 'tickets' => []];
if ($_SERVER['REQUEST_METHOD'] !== 'POST') {
    try {
        $snoozedUntil = !empty($ticket['snoozed_until']) && $ticket['snoozed_until'] > db_now() ? $ticket['snoozed_until'] : null;
        $followers = ticket_followers($pdo, (int) $ticket['id']);
        foreach ($followers as $f) if ((int) $f['id'] === (int) $staff['id']) $isFollowing = true;
        $similar = ticket_similar($pdo, $ticket, staff_department_ids($staff));
    } catch (Throwable $e) {
        // Datenbank noch nicht aktualisiert: Zusatzfunktionen bleiben leer
    }
}

if ($_SERVER['REQUEST_METHOD'] === 'POST') {
    // Kunden sperren (eigener Block ohne globale verify_csrf)
    if (($_POST['action'] ?? '') === 'ban_user') {
        verify_csrf();
        if (!has_permission($staff, 'manage_banlist')) {
            flash('error', 'Für die Sperrliste fehlt die erforderliche Berechtigung.');
            redirect('/staff/ticket_view.php?n=' . urlencode((string) ($_GET['n'] ?? '')));
        }
        $banEmail  = trim($_POST['ban_email']  ?? '');
        $banDomain = trim($_POST['ban_domain'] ?? '');
        $banReason = trim($_POST['ban_reason'] ?? '');
        $banned = [];
        foreach (array_filter([$banEmail, $banDomain]) as $val) {
            $type = str_contains($val, '@') ? 'email' : 'domain';
            $chk = $pdo->prepare('SELECT id FROM banlist WHERE value=?');
            $chk->execute([$val]);
            if (!$chk->fetchColumn()) {
                $pdo->prepare('INSERT INTO banlist (match_type,value,reason,created_by,created_at) VALUES (?,?,?,?,?)')
                    ->execute([$type, $val, $banReason ?: null, $staff['id'], db_now()]);
                $banned[] = $val;
                audit_log($staff['id'], "Gesperrt: $val (Ticket #{$ticket['ticket_number']})");
            }
        }
        if ($banEmail) {
            $priorStmt = $pdo->prepare("SELECT id,status FROM tickets WHERE requester_email=? AND status NOT IN ('closed')");
            $priorStmt->execute([$banEmail]); $priorTickets = $priorStmt->fetchAll();
            $affected = $pdo->prepare(
                "UPDATE tickets SET status='closed', resolution_code='spam', resolution_note='Absender gesperrt', closed_at=?, updated_at=? WHERE requester_email=? AND status NOT IN ('closed')"
            );
            $affected->execute([db_now(), db_now(), $banEmail]);
            ticket_sla_transition_rows($pdo, $priorTickets, 'closed', (int) $staff['id']);
        }
        if ($banDomain) {
            $priorStmt = $pdo->prepare("SELECT id,status FROM tickets WHERE " . sql_email_domain("requester_email") . "=? AND status NOT IN ('closed')");
            $priorStmt->execute([$banDomain]); $priorTickets = $priorStmt->fetchAll();
            $affected2 = $pdo->prepare(
                "UPDATE tickets SET status='closed', resolution_code='spam', resolution_note='Domain gesperrt', closed_at=?, updated_at=? WHERE " . sql_email_domain("requester_email") . "=? AND status NOT IN ('closed')"
            );
            $affected2->execute([db_now(), db_now(), $banDomain]);
            ticket_sla_transition_rows($pdo, $priorTickets, 'closed', (int) $staff['id']);
        }
        flash('success', 'Gesperrt und alle zugehörigen Tickets geschlossen.');
        redirect('/staff/ticket_view.php?n=' . urlencode($ticket['ticket_number']));
    }

    verify_csrf();
    $action = $_POST['action'] ?? '';
    $now = db_now();

    // Rechte gelten pro Abteilung des Tickets (Rolle des Mitarbeiters in dieser Abteilung).
    $requirePerm = function (string $perm) use ($staff, $ticket, $number): void {
        if (!has_permission($staff, $perm, (int) $ticket['department_id'])) {
            flash('error', 'Für diese Aktion fehlt die erforderliche Berechtigung.');
            redirect('/staff/ticket_view.php?n=' . urlencode($number));
        }
    };
    if ($action === 'reply' || $action === 'schedule_reply' || $action === 'cancel_scheduled_reply') $requirePerm('reply_ticket');
    if ($action === 'note') $requirePerm('post_note');
    if ($action === 'delete_ticket') $requirePerm('delete_ticket');
    if ($action === 'mark_spam' || $action === 'restore_spam') $requirePerm('close_ticket');
    if ($action === 'reload_mail_attachments') $requirePerm('reply_ticket');
    if ($action === 'merge_ticket') $requirePerm('merge_split_ticket');
    if ($action === 'link_add' || $action === 'link_remove') $requirePerm('link_tickets');

    if ($action === 'add_comment') {
        $threadId = (int)($_POST['thread_id'] ?? 0);
        $message  = trim($_POST['comment_message'] ?? '');
        if ($threadId && $message !== '') {
            // Verify thread belongs to this ticket
            $chk = $pdo->prepare('SELECT id FROM ticket_threads WHERE id = ? AND ticket_id = ?');
            $chk->execute([$threadId, $ticket['id']]);
            if ($chk->fetchColumn()) {
                $pdo->prepare(
                    'INSERT INTO ticket_thread_comments (thread_id, staff_id, message, created_at) VALUES (?,?,?,?)'
                )->execute([$threadId, $staff['id'], htmlspecialchars($message, ENT_QUOTES, 'UTF-8'), $now]);
            }
        }
        redirect('/staff/ticket_view.php?n=' . urlencode($number) . '#msg-' . $threadId);
    }

    if ($action === 'delete_comment') {
        $commentId = (int)($_POST['comment_id'] ?? 0);
        // Only allow deletion by the comment author or admin
        $chk = $pdo->prepare(
            'SELECT tc.id FROM ticket_thread_comments tc
             JOIN ticket_threads tt ON tt.id = tc.thread_id
             WHERE tc.id = ? AND tt.ticket_id = ? AND (tc.staff_id = ? OR ? = \'admin\')'
        );
        $chk->execute([$commentId, $ticket['id'], $staff['id'], $staff['role']]);
        if ($chk->fetchColumn()) {
            $pdo->prepare('DELETE FROM ticket_thread_comments WHERE id = ?')->execute([$commentId]);
        }
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'schedule_reply') {
        $message = sanitize_staff_html(resolve_canned_vars(trim($_POST['message'] ?? ''), $ticket, $staff));
        $err = null;
        if (!empty($_FILES['attachments']['name'][0])) $err = 'Anhänge sind bei zeitversetztem Senden nicht möglich. Bitte ohne Anhang planen oder sofort senden.';
        $status = (string) ($_POST['set_status'] ?? 'answered');
        if (!$err && in_array($status, ['resolved', 'closed'], true)) $requirePerm('close_ticket');
        $sendAt = scheduled_reply_parse_time((string) ($_POST['send_at'] ?? ''));
        $err = $err ?: scheduled_reply_create($pdo, $ticket, (int) $staff['id'], $message, $sendAt, [
            'set_status' => $status, 'resolution_code' => (string) ($_POST['resolution_code'] ?? ''), 'resolution_note' => (string) ($_POST['resolution_note'] ?? ''),
            'signature_choice' => isset($_POST['signature_choice']) ? (string) $_POST['signature_choice'] : null,
        ]);
        if ($err) { flash('error', $err); }
        else {
            log_activity($pdo, (int) $ticket['id'], (int) $staff['id'], 'Antwort eingeplant für ' . format_dt($sendAt));
            flash('success', 'Antwort eingeplant für ' . format_dt($sendAt) . '. Sie wird dann automatisch gesendet.');
        }
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'cancel_scheduled_reply') {
        if (scheduled_reply_cancel($pdo, (int) ($_POST['scheduled_id'] ?? 0), (int) $ticket['id'], $staff)) {
            log_activity($pdo, (int) $ticket['id'], (int) $staff['id'], 'Geplante Antwort abgebrochen');
            flash('success', 'Geplante Antwort abgebrochen.');
        } else {
            flash('error', 'Die geplante Antwort konnte nicht abgebrochen werden (schon gesendet oder nicht von Ihnen).');
        }
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'reply' || $action === 'note') {
        $raw = trim($_POST['message'] ?? '');
        // Variablen serverseitig auflösen (Fallback falls JS deaktiviert)
        $raw = resolve_canned_vars($raw, $ticket, $staff);
        $message = sanitize_staff_html($raw);
        if (trim(strip_tags($message)) === '') {
            $errors[] = 'Bitte geben Sie eine Nachricht ein.';
        } else {
            $isNote = $action === 'note' ? 1 : 0;
            $newStatus = !$isNote ? (string) ($_POST['set_status'] ?? 'answered') : (string) $ticket['status'];
            $resolutionCode = (string) ($_POST['resolution_code'] ?? '');
            $resolutionNote = trim(mb_substr((string) ($_POST['resolution_note'] ?? ''), 0, 2000));
            if (!$isNote && in_array($newStatus, ['resolved', 'closed'], true)) {
                $requirePerm('close_ticket');
                if (!isset(ticket_resolution_reasons()[$resolutionCode])) { flash('error', 'Bitte beim Schließen einen Abschlussgrund auswählen.'); redirect('/staff/ticket_view.php?n=' . urlencode($number)); }
            }
            $stmt = $pdo->prepare(
                'INSERT INTO ticket_threads (ticket_id, author_type, staff_id, message, is_internal_note, created_at)
                 VALUES (?,?,?,?,?,?)'
            );
            $stmt->execute([$ticket['id'], 'staff', $staff['id'], $message, $isNote, $now]);
            $threadId = (int) $pdo->lastInsertId();

            if (!empty($_FILES['attachments']['name'][0])) {
                $upResults = handle_ticket_uploads_multi($_FILES['attachments']);
                foreach ($upResults as $up) {
                    if (isset($up['error'])) {
                        $errors[] = $up['error'];
                    } else {
                        $pdo->prepare('INSERT INTO ticket_attachments (thread_id, original_name, stored_name, filesize, created_at) VALUES (?,?,?,?,?)')
                            ->execute([$threadId, $up['original_name'], $up['stored_name'], $up['filesize'], $now]);
                    }
                }
            }

            if (!$isNote) {
                $updateFirstResponse = $ticket['first_responded_at'] === null;

                // Auto-Zuweisung an antwortenden Mitarbeiter, falls Ticket noch niemandem zugewiesen ist
                $autoAssign = ($ticket['assigned_staff_id'] === null || $ticket['assigned_staff_id'] === '');
                $resolvedAt = $newStatus === 'resolved' && empty($ticket['resolved_at']) ? $now : $ticket['resolved_at'];
                $closedAt = $newStatus === 'closed' && empty($ticket['closed_at']) ? $now : $ticket['closed_at'];
                $stmt = $pdo->prepare('UPDATE tickets SET status = ?, updated_at = ?, first_responded_at = COALESCE(first_responded_at, ?), assigned_staff_id = COALESCE(assigned_staff_id, ?), resolved_at = ?, closed_at = ?, resolution_code = ?, resolution_note = ? WHERE id = ?');
                $stmt->execute([
                    $newStatus, $now, $now, (int) $staff['id'], $resolvedAt, $closedAt,
                    in_array($newStatus, ['resolved', 'closed'], true) ? $resolutionCode : $ticket['resolution_code'],
                    in_array($newStatus, ['resolved', 'closed'], true) ? ($resolutionNote !== '' ? $resolutionNote : $ticket['resolution_note']) : $ticket['resolution_note'],
                    $ticket['id'],
                ]);
                ticket_sla_status_transition($pdo, (int) $ticket['id'], (string) $ticket['status'], $newStatus, (int) $staff['id']);
                if ($autoAssign) {
                    log_activity($pdo, $ticket['id'], $staff['id'], 'Automatisch zugewiesen (erste Antwort)');
                }

                // Signatur laut Auswahl im Antwortformular (eigene, Abteilung oder keine); ohne Angabe wie bisher
                $signature = resolve_reply_signature($pdo, $staff, (int) $ticket['department_id'], isset($_POST['signature_choice']) ? (string) $_POST['signature_choice'] : null);
                $ccEmails = array_column($collaborators, 'email');
                notify_customer_new_reply($ticket, $message, $signature, $ccEmails);
                save_mentions($pdo, $ticket['id'], $threadId, $staff['id'], $message, $ticket);
                log_activity($pdo, $ticket['id'], $staff['id'], 'Öffentliche Antwort gesendet');
                // Browser-Push bei neuer Kundenantwort
                if (file_exists(__DIR__ . '/../includes/push.php')) {
                    require_once __DIR__ . '/../includes/push.php';
                    push_new_reply($ticket, $staff['name']);
                }
                ticket_followers_notify($ticket, 'Antwort von ' . $staff['name'], (int) $staff['id']);
            } else {
                save_mentions($pdo, $ticket['id'], $threadId, $staff['id'], $message, $ticket);
                log_activity($pdo, $ticket['id'], $staff['id'], 'Interne Notiz hinzugefügt');
            }

            if (!$errors) {
                // Sperre freigeben: die aktive Bearbeitung ist abgeschlossen, ein anderer
                // Mitarbeiter kann das Ticket sofort uebernehmen, ohne auf das Timeout zu warten.
                $pdo->prepare('UPDATE tickets SET locked_by = NULL, locked_at = NULL, updated_at = updated_at WHERE id = ?')->execute([$ticket['id']]);
                finalize_work_session($pdo, (int) $ticket['id'], (int) $staff['id']);
                webhook_dispatch($pdo, 'ticket.replied', (int) $ticket['id'], ['author' => 'staff', 'internal' => (bool) $isNote]);
                flash('success', $isNote ? 'Notiz hinzugefügt.' : 'Antwort gesendet.');
                redirect('/staff/ticket_view.php?n=' . urlencode($number));
            }
        }
    }

    if ($action === 'mark_spam' || $action === 'restore_spam') {
        $result = set_ticket_spam($pdo, $ticket, (int) $staff['id'], $action === 'restore_spam');

        if ($result['error']) {
            flash('error', $result['error']);
            redirect('/staff/ticket_view.php?n=' . urlencode($number));
        }

        if ($result['failed']) {
            $verb = $action === 'restore_spam' ? 'zurückgeholt' : 'als Spam markiert';
            flash('error', "Ticket wurde $verb, aber nicht alle Original-Mails konnten verschoben werden: " . implode(' | ', $result['failed']));
        } elseif ($action === 'restore_spam') {
            flash('success', "Ticket #{$number} ist nicht mehr als Spam markiert. {$result['moved']} E-Mail(s) zurückverschoben" . ($result['already'] ? ", {$result['already']} bereits dort." : '.'));
        } else {
            flash('success', "Ticket #{$number} als Spam markiert. {$result['moved']} E-Mail(s) nach Spam/Junk verschoben" . ($result['already'] ? ", {$result['already']} bereits dort." : '.'));
        }
        redirect($action === 'restore_spam' ? '/staff/ticket_view.php?n=' . urlencode($number) : '/staff/tickets.php');
    }

    if ($action === 'reload_mail_attachments') {
        $r = reload_ticket_mail_attachments($pdo, $ticket, (int) $staff['id']);
        if ($r['error']) {
            flash('error', $r['error']);
        } else {
            $n = $r['added'] + $r['inline'];
            $msg = ($n > 0 || $r['html'] > 0) ? ($r['added'] > 0 ? $r['added'] . ' Anhang/Anhänge' : 'Nichts als Anhang') . ($r['inline'] > 0 ? ', ' . $r['inline'] . ' Bild(er) im Text' : '') . ($r['html'] > 0 ? ' und die Formatierung' : '') . ' aus der E-Mail nachgeladen.' : 'Es gab nichts Neues zu laden.';
            if ($r['existing'] > 0) $msg .= ' ' . $r['existing'] . ' war(en) schon im Ticket.';
            if ($r['skipped'] > 0) $msg .= ' ' . $r['skipped'] . ' nicht übernommen (Typ nicht erlaubt oder zu groß, siehe Verlauf).';
            if ($r['failed']) flash('error', $msg . ' ' . implode(' | ', $r['failed']));
            else flash(($r['added'] + $r['inline'] + $r['html']) > 0 ? 'success' : 'info', $msg);
        }
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'delete_ticket') {
        delete_ticket($pdo, $ticket, $staff['id']);
        flash('success', "Ticket #{$number} wurde gelöscht.");
        redirect('/staff/tickets.php');
    }

    if ($action === 'add_tag') {
        $tagName = trim($_POST['tag_name'] ?? '');
        if ($tagName !== '') {
            apply_tag_to_ticket($pdo, $ticket['id'], $tagName);
            log_activity($pdo, $ticket['id'], $staff['id'], "Tag hinzugefügt: {$tagName}");
        }
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'remove_tag') {
        $tagId = (int) ($_POST['tag_id'] ?? 0);
        $pdo->prepare('DELETE FROM ticket_tags WHERE ticket_id = ? AND tag_id = ?')->execute([$ticket['id'], $tagId]);
        log_activity($pdo, $ticket['id'], $staff['id'], 'Tag entfernt');
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'snooze') {
        $until = ticket_snooze_until((string) ($_POST['snooze_choice'] ?? ''), (string) ($_POST['snooze_custom'] ?? ''));
        if ($until === null) {
            flash('error', 'Bitte einen Zeitpunkt in der Zukunft wählen (höchstens 1 Jahr).');
        } else {
            ticket_snooze_set($pdo, (int) $ticket['id'], (int) $staff['id'], $until);
            flash('success', 'Wiedervorlage bis ' . date('d.m.Y H:i', (int) strtotime($until)) . ' Uhr. Das Ticket kommt dann zurück und du wirst benachrichtigt.');
        }
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'unsnooze') {
        ticket_snooze_clear($pdo, (int) $ticket['id'], (int) $staff['id'], 'Wiedervorlage aufgehoben');
        flash('success', 'Wiedervorlage aufgehoben.');
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'follow' || $action === 'unfollow') {
        try {
            if ($action === 'follow') { ticket_follow($pdo, (int) $ticket['id'], (int) $staff['id']); flash('success', 'Du beobachtest dieses Ticket jetzt und bekommst Benachrichtigungen bei Antworten.'); }
            else { ticket_unfollow($pdo, (int) $ticket['id'], (int) $staff['id']); flash('success', 'Du beobachtest dieses Ticket nicht mehr.'); }
        } catch (Throwable $e) {
            flash('error', 'Das ging nicht. Bitte unter System-Update die Datenbank aktualisieren.');
        }
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'add_collaborator') {
        $ccEmail = trim($_POST['collaborator_email'] ?? '');
        $ccName = trim($_POST['collaborator_name'] ?? '');
        if (!filter_var($ccEmail, FILTER_VALIDATE_EMAIL)) {
            flash('error', 'Bitte eine gültige E-Mail-Adresse für den Kollaborator angeben.');
        } else {
            $dupStmt = $pdo->prepare('SELECT COUNT(*) FROM ticket_collaborators WHERE ticket_id = ? AND email = ?');
            $dupStmt->execute([$ticket['id'], $ccEmail]);
            if ((int) $dupStmt->fetchColumn() === 0) {
                $pdo->prepare('INSERT INTO ticket_collaborators (ticket_id, email, name, added_by, created_at) VALUES (?,?,?,?,?)')
                    ->execute([$ticket['id'], $ccEmail, $ccName ?: null, $staff['id'], db_now()]);
                log_activity($pdo, $ticket['id'], $staff['id'], "Kollaborator hinzugefügt: {$ccEmail}");
                flash('success', 'Kollaborator hinzugefügt.');
            }
        }
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'remove_collaborator') {
        $ccId = (int) ($_POST['collaborator_id'] ?? 0);
        $emailStmt = $pdo->prepare('SELECT email FROM ticket_collaborators WHERE id = ? AND ticket_id = ?');
        $emailStmt->execute([$ccId, $ticket['id']]);
        $ccEmail = $emailStmt->fetchColumn();
        $pdo->prepare('DELETE FROM ticket_collaborators WHERE id = ? AND ticket_id = ?')->execute([$ccId, $ticket['id']]);
        if ($ccEmail) log_activity($pdo, $ticket['id'], $staff['id'], "Kollaborator entfernt: {$ccEmail}");
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'release_lock') {
        $pdo->prepare('UPDATE tickets SET locked_by = NULL, locked_at = NULL, updated_at = updated_at WHERE id = ?')->execute([$ticket['id']]);
        finalize_work_session($pdo, (int) $ticket['id'], (int) $staff['id']);
        log_activity($pdo, $ticket['id'], $staff['id'], 'Sperre manuell aufgehoben');
        flash('success', 'Sperre aufgehoben.');
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    // Admin-Override: hebt die Sperre eines ANDEREN Mitarbeiters sofort auf, statt bis zum
    // automatischen Timeout zu warten (siehe flash_locked_ticket() / TICKET_LOCK_TIMEOUT_MINUTES
    // in includes/functions.php). Läuft bewusst über POST statt über die GET-Sperrprüfung
    // oben, da genau die hier umgangen werden soll – daher die eigene Rechteprüfung hier.
    if ($action === 'admin_force_unlock') {
        if ($staff['role'] !== 'admin') {
            flash('error', 'Nur Admins können fremde Sperren aufheben.');
            redirect('/staff/tickets.php');
        }
        $unlockedFromName = $_POST['locked_by_name'] ?? 'einem anderen Mitarbeiter';
        $pdo->prepare('UPDATE tickets SET locked_by = NULL, locked_at = NULL, updated_at = updated_at WHERE id = ?')->execute([$ticket['id']]);
        log_activity($pdo, $ticket['id'], $staff['id'], "Sperre von \"{$unlockedFromName}\" durch Admin aufgehoben");
        flash('success', "Sperre aufgehoben – Sie können das Ticket jetzt öffnen.");
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'merge_ticket') {
        $targetNumber = trim($_POST['target_ticket_number'] ?? '');
        $direction    = $_POST['merge_direction'] ?? 'into'; // 'into' = dieses → Ziel
        $stmt = $pdo->prepare(
            'SELECT t.*, p.name AS priority_name, d.name AS department_name, s.name AS staff_name
             FROM tickets t
             JOIN priorities p ON p.id = t.priority_id
             JOIN departments d ON d.id = t.department_id
             LEFT JOIN staff s ON s.id = t.assigned_staff_id
             WHERE t.ticket_number = ?'
        );
        $stmt->execute([$targetNumber]);
        $target = $stmt->fetch();

        if (!$target) {
            flash('error', 'Ziel-Ticket #' . e($targetNumber) . ' wurde nicht gefunden.');
        } elseif ($target['id'] === $ticket['id']) {
            flash('error', 'Ein Ticket kann nicht mit sich selbst zusammengeführt werden.');
        } elseif (!empty($target['merged_into'])) {
            flash('error', 'Das Ziel-Ticket wurde bereits in ein anderes Ticket zusammengeführt.');
        } elseif ($myDeptIds !== null && !in_array((int) $target['department_id'], $myDeptIds, true)) {
            flash('error', 'Sie haben keinen Zugriff auf die Abteilung des Ziel-Tickets.');
        } else {
            // Bestimme Quelle und Ziel je nach Richtung
            if ($direction === 'from') {
                // Ziel-Ticket wird in dieses zusammengeführt
                [$src, $dst] = [$target, $ticket];
            } else {
                // Dieses Ticket wird ins Ziel zusammengeführt (Standard)
                [$src, $dst] = [$ticket, $target];
            }

            $pdo->beginTransaction();
            try {
                // Threads verschieben
                $pdo->prepare('UPDATE ticket_threads SET ticket_id = ? WHERE ticket_id = ?')
                    ->execute([$dst['id'], $src['id']]);

                // Collaborators übernehmen (cross-DB)
                $isSqlite = $pdo->getAttribute(PDO::ATTR_DRIVER_NAME) === 'sqlite';
                $insertIgnore = $isSqlite ? 'INSERT OR IGNORE' : 'INSERT IGNORE';
                try {
                    $pdo->prepare(
                        "$insertIgnore INTO ticket_collaborators (ticket_id, user_id, created_at)
                         SELECT ?, user_id, created_at FROM ticket_collaborators WHERE ticket_id = ?"
                    )->execute([$dst['id'], $src['id']]);
                } catch (Throwable $e) { /* Tabelle leer oder keine Collaborators */ }

                // Tags übernehmen
                try {
                    $pdo->prepare(
                        "$insertIgnore INTO ticket_tags (ticket_id, tag_id)
                         SELECT ?, tag_id FROM ticket_tags WHERE ticket_id = ?"
                    )->execute([$dst['id'], $src['id']]);
                } catch (Throwable $e) { /* ignorieren */ }

                // System-Notiz im Ziel-Ticket
                $note = "Ticket #{$src['ticket_number']} wurde hierher zusammengeführt"
                    . " (Betreff: " . htmlspecialchars($src['subject'], ENT_QUOTES) . ")";
                $pdo->prepare(
                    'INSERT INTO ticket_threads (ticket_id, author_type, staff_id, message, is_internal_note, created_at)
                     VALUES (?,?,?,?,1,?)'
                )->execute([$dst['id'], 'staff', $staff['id'], $note, $now]);

                // Quell-Ticket schließen + merged_into setzen
                $pdo->prepare('UPDATE tickets SET status = ?, merged_into = ?, resolution_code = ?, resolution_note = ?, updated_at = ? WHERE id = ?')
                    ->execute(['closed', $dst['id'], 'duplicate', 'Zusammengeführt mit Ticket #' . $dst['ticket_number'], $now, $src['id']]);

                // Ziel-Ticket aktualisieren (updated_at)
                $pdo->prepare('UPDATE tickets SET updated_at = ? WHERE id = ?')
                    ->execute([$now, $dst['id']]);

                $pdo->commit();
                ticket_sla_status_transition($pdo, (int) $src['id'], (string) $src['status'], 'closed', (int) $staff['id']);
                log_activity($pdo, $dst['id'], $staff['id'], "Ticket #{$src['ticket_number']} hierher zusammengeführt");
                log_activity($pdo, $src['id'], $staff['id'], "Zusammengeführt mit Ticket #{$dst['ticket_number']}");
                audit_log($staff['id'], "Merge: #{$src['ticket_number']} → #{$dst['ticket_number']}");
                flash('success', "Ticket #{$src['ticket_number']} wurde erfolgreich mit #{$dst['ticket_number']} zusammengeführt.");
                redirect('/staff/ticket_view.php?n=' . urlencode($dst['ticket_number']));
            } catch (Throwable $e) {
                $pdo->rollBack();
                flash('error', 'Fehler beim Zusammenführen: ' . $e->getMessage());
            }
        }
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'link_add' || $action === 'link_remove') {
        // Berechtigung „Tickets verknüpfen“ wurde oben geprüft
        if ($action === 'link_add') {
            $err = ticket_link_add($pdo, (int) $ticket['id'], (string) ($_POST['link_number'] ?? ''), (string) ($_POST['link_type'] ?? 'related'), (int) $staff['id'], staff_department_ids($staff));
            if ($err) flash('error', $err);
            else {
                log_activity($pdo, (int) $ticket['id'], (int) $staff['id'], 'Mit Ticket #' . ltrim(trim((string) $_POST['link_number']), '#') . ' verknüpft');
                flash('success', 'Tickets verknüpft.');
            }
        } elseif (ticket_link_remove($pdo, (int) ($_POST['link_id'] ?? 0), (int) $ticket['id'])) {
            log_activity($pdo, (int) $ticket['id'], (int) $staff['id'], 'Ticketverknüpfung entfernt');
            flash('success', 'Verknüpfung entfernt.');
        }
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'problem_link') {
        if (!has_permission($staff, 'manage_problems')) { flash('error', 'Für das Problemmanagement fehlt die erforderliche Berechtigung.'); redirect('/staff/ticket_view.php?n=' . urlencode($number)); }
        $problemIdToLink = (int) ($_POST['problem_id'] ?? 0);
        if (!ticket_problem_link($pdo, $problemIdToLink, (int) $ticket['id'], (int) $staff['id'])) flash('error', 'Problem konnte nicht gefunden werden.');
        else { log_activity($pdo, (int) $ticket['id'], (int) $staff['id'], 'Mit ' . ticket_problem_number($problemIdToLink) . ' verknüpft'); flash('success', 'Ticket mit Problem verknüpft.'); }
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'problem_unlink') {
        if (!has_permission($staff, 'manage_problems')) { flash('error', 'Für das Problemmanagement fehlt die erforderliche Berechtigung.'); redirect('/staff/ticket_view.php?n=' . urlencode($number)); }
        $problemIdToUnlink = (int) ($_POST['problem_id'] ?? 0);
        ticket_problem_unlink($pdo, $problemIdToUnlink, (int) $ticket['id']);
        log_activity($pdo, (int) $ticket['id'], (int) $staff['id'], 'Problemverknüpfung ' . ticket_problem_number($problemIdToUnlink) . ' entfernt');
        flash('success', 'Ticket vom Problem getrennt.');
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'update_props') {
        $deptId = (int) $_POST['department_id'];
        if ($myDeptIds !== null && !in_array($deptId, $myDeptIds, true) && $deptId !== (int) $ticket['department_id']) {
            flash('error', 'Sie haben keinen Zugriff auf diese Abteilung.');
            redirect('/staff/ticket_view.php?n=' . urlencode($number));
        }
        $prioId = (int) $_POST['priority_id'];
        $status = $_POST['status'];
        $assignedTo = $_POST['assigned_staff_id'] !== '' ? (int) $_POST['assigned_staff_id'] : null;
        $teamId = ($_POST['team_id'] ?? '') !== '' ? (int) $_POST['team_id'] : null;

        if ($deptId !== (int) $ticket['department_id']) $requirePerm('transfer_ticket');
        if ($assignedTo !== ($ticket['assigned_staff_id'] === null ? null : (int) $ticket['assigned_staff_id']) || $teamId !== ($ticket['team_id'] === null ? null : (int) $ticket['team_id'])) $requirePerm('assign_ticket');
        if ($status !== $ticket['status'] && in_array($status, ['resolved', 'closed'], true)) $requirePerm('close_ticket');

        $resolutionCode = (string) ($_POST['resolution_code'] ?? $ticket['resolution_code'] ?? '');
        $resolutionNote = trim(mb_substr((string) ($_POST['resolution_note'] ?? $ticket['resolution_note'] ?? ''), 0, 2000));
        if ($status !== $ticket['status'] && in_array($status, ['resolved', 'closed'], true)) {
            if (!isset(ticket_resolution_reasons()[$resolutionCode])) { flash('error', 'Bitte beim Schließen einen Abschlussgrund auswählen.'); redirect('/staff/ticket_view.php?n=' . urlencode($number)); }
        }

        $prio = null;
        foreach ($priorities as $p) { if ($p['id'] == $prioId) $prio = $p; }

        $slaChanged = $deptId !== (int) $ticket['department_id'] || $prioId !== (int) $ticket['priority_id'];
        $sla = $prio && $slaChanged ? calc_sla_dates($prio, $ticket['created_at'], $deptId, !empty($ticket['help_topic_id']) ? (int) $ticket['help_topic_id'] : null) : null;
        if ($sla) {
            $priorPauses = ticket_sla_completed_pause_seconds($pdo, (int) $ticket['id']);
            foreach (['first_response_due_at', 'resolution_due_at'] as $deadline) if (!empty($sla[$deadline]) && $priorPauses > 0) $sla[$deadline] = ticket_sla_shift_deadline($sla[$deadline], $priorPauses);
            if (!empty($sla['first_response_due_at'])) ticket_sla_history_add($pdo, (int) $ticket['id'], 'adjusted', 'first_response', 'Neue Frist: ' . $sla['first_response_due_at'], (int) $staff['id']);
            if (!empty($sla['resolution_due_at'])) ticket_sla_history_add($pdo, (int) $ticket['id'], 'adjusted', 'resolution', 'Neue Frist: ' . $sla['resolution_due_at'], (int) $staff['id']);
        }

        $resolvedAt = $ticket['resolved_at'];
        $closedAt = $ticket['closed_at'];
        if ($status === 'resolved' && $ticket['status'] !== 'resolved') $resolvedAt = $now;
        if ($status === 'closed' && $ticket['status'] !== 'closed') $closedAt = $now;

        $stmt = $pdo->prepare(
            'UPDATE tickets SET department_id=?, priority_id=?, status=?, assigned_staff_id=?, team_id=?,
             first_response_due_at=?, resolution_due_at=?, resolved_at=?, closed_at=?, resolution_code=?, resolution_note=?, updated_at=? WHERE id=?'
        );
        $stmt->execute([
            $deptId, $prioId, $status, $assignedTo, $teamId,
            $sla['first_response_due_at'] ?? $ticket['first_response_due_at'],
            $sla['resolution_due_at'] ?? $ticket['resolution_due_at'],
            $resolvedAt, $closedAt,
            in_array($status, ['resolved', 'closed'], true) ? ($resolutionCode ?: $ticket['resolution_code']) : $ticket['resolution_code'],
            in_array($status, ['resolved', 'closed'], true) ? ($resolutionNote ?: $ticket['resolution_note']) : $ticket['resolution_note'],
            $now, $ticket['id'],
        ]);
        ticket_sla_status_transition($pdo, (int) $ticket['id'], (string) $ticket['status'], $status, (int) $staff['id']);

        if ($assignedTo !== (int) ($ticket['assigned_staff_id'] ?? 0) && $assignedTo !== null) {
            $agentName = '';
            foreach ($agents as $a) { if ($a['id'] == $assignedTo) $agentName = $a['name']; }
            log_activity($pdo, $ticket['id'], $staff['id'], "Mitarbeiter zugewiesen: {$agentName}");
            fcm_notify_assignment($ticket, (int) $assignedTo, (int) $staff['id']); // Push auf die Android-App des neuen Bearbeiters
        } elseif ($assignedTo === null && !empty($ticket['assigned_staff_id'])) {
            log_activity($pdo, $ticket['id'], $staff['id'], 'Zuweisung entfernt');
        }
        if ($teamId !== null && $teamId !== (int) ($ticket['team_id'] ?? 0)) {
            log_activity($pdo, $ticket['id'], $staff['id'], 'Team zugewiesen');
            notify_team_assignment($pdo, $ticket, $teamId, (int) $staff['id']);
        }
        if ($status !== $ticket['status']) webhook_dispatch($pdo, 'ticket.status_changed', (int) $ticket['id'], ['previousStatus' => $ticket['status']]);
        if ($assignedTo !== ($ticket['assigned_staff_id'] === null ? null : (int) $ticket['assigned_staff_id'])) webhook_dispatch($pdo, 'ticket.assigned', (int) $ticket['id']);
        if ($status !== $ticket['status']) {
            [$newLabel] = status_label($status);
            log_activity($pdo, $ticket['id'], $staff['id'], "Status geändert: {$newLabel}");
        }
        if ($prioId != $ticket['priority_id']) {
            log_activity($pdo, $ticket['id'], $staff['id'], 'Priorität geändert');
        }
        if ($deptId != $ticket['department_id']) {
            log_activity($pdo, $ticket['id'], $staff['id'], 'Abteilung geändert');
        }

        flash('success', 'Ticket aktualisiert.');
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    $stmt = $pdo->prepare(
        'SELECT t.*, p.name AS priority_name, p.color AS priority_color, d.name AS department_name,
            s.name AS staff_name
         FROM tickets t
         JOIN priorities p ON p.id=t.priority_id
         JOIN departments d ON d.id=t.department_id
         LEFT JOIN staff s ON s.id = t.assigned_staff_id
         WHERE t.ticket_number = ?'
    );
    $stmt->execute([$number]);
    $ticket = $stmt->fetch();
}

    if ($action === 'log_time') {
        $minutes = max(1, (int) ($_POST['minutes'] ?? 0));
        $note    = trim($_POST['time_note'] ?? '');
        $pdo->prepare('INSERT INTO ticket_time_entries (ticket_id,staff_id,minutes,note,logged_at) VALUES (?,?,?,?,?)')
            ->execute([$ticket['id'], $staff['id'], $minutes, $note ?: null, db_now()]);
        log_activity($pdo, $ticket['id'], $staff['id'], "Zeit erfasst: {$minutes} Min." . ($note ? " ({$note})" : ''));
        flash('success', 'Zeit erfasst.');
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

    if ($action === 'delete_time_entry') {
        $pdo->prepare('DELETE FROM ticket_time_entries WHERE id=? AND staff_id=?')
            ->execute([(int)$_POST['entry_id'], $staff['id']]);
        redirect('/staff/ticket_view.php?n=' . urlencode($number));
    }

// Thread (inkl. interner Notizen) laden
$stmt = $pdo->prepare(
    "SELECT tt.*, s.name AS staff_name, u.name AS user_name
     FROM ticket_threads tt
     LEFT JOIN staff s ON s.id = tt.staff_id
     LEFT JOIN users u ON u.id = tt.user_id
     WHERE tt.ticket_id = ?
     ORDER BY tt.created_at ASC"
);
$stmt->execute([$ticket['id']]);
$thread = $stmt->fetchAll();
$attStmt    = $pdo->prepare('SELECT * FROM ticket_attachments WHERE thread_id = ?');
$commentStmt = $pdo->prepare(
    'SELECT tc.*, s.name AS staff_name, s.avatar_path
     FROM ticket_thread_comments tc
     JOIN staff s ON s.id = tc.staff_id
     WHERE tc.thread_id = ?
     ORDER BY tc.created_at ASC'
);

$logStmt = $pdo->prepare(
    "SELECT al.*, s.name AS staff_name FROM activity_log al LEFT JOIN staff s ON s.id=al.staff_id
     WHERE al.ticket_id=? ORDER BY al.created_at DESC LIMIT 20"
);
$logStmt->execute([$ticket['id']]);
$activity = $logStmt->fetchAll();

// Zeiterfassung laden
$timeEntries = $pdo->prepare(
    "SELECT te.*, s.name AS staff_name FROM ticket_time_entries te
     JOIN staff s ON s.id=te.staff_id WHERE te.ticket_id=? ORDER BY te.logged_at DESC"
);
$timeEntries->execute([$ticket['id']]);
$timeEntries = $timeEntries->fetchAll();
$totalMinutes = array_sum(array_column($timeEntries, 'minutes'));

$mentionNames = $pdo->query('SELECT name FROM staff WHERE is_active=1 ORDER BY name')->fetchAll(PDO::FETCH_COLUMN);

$pageTitle = "Ticket #{$ticket['ticket_number']}";
$activePage = 'tickets';
require __DIR__ . '/_header.php';
[$statusLabel, $statusColor] = status_label($ticket['status']);
$slaPaused = !empty($ticket['sla_paused_at']) && ticket_sla_is_paused_status((string) $ticket['status']);
$slaHistory = ticket_sla_history_for_ticket($pdo, $ticket);
$ticketDone = in_array($ticket['status'], ['resolved','closed'], true);   // erledigt: gelöst und geschlossen gelten gleich, die SLA-Uhr zählt nicht mehr
$isOverdue = !$ticketDone && (!empty($ticket['is_overdue']) || (!$slaPaused && $ticket['resolution_due_at'] && strtotime($ticket['resolution_due_at']) < time()));
// Bewertung laden
$ticketRating = null;
if (in_array($ticket['status'], ['resolved','closed'])) {
    $rStmt = $pdo->prepare('SELECT * FROM ticket_ratings WHERE ticket_id=?');
    $rStmt->execute([$ticket['id']]);
    $ticketRating = $rStmt->fetch();
}
?>

<!-- Präsenz-Banner -->
<div id="presence-banner" style="display:none; background:#fff8e1; border:1px solid #f59e0b; border-radius:8px; padding:9px 16px; margin-bottom:12px; font-size:.85rem; color:#92400e; display:flex; align-items:center; gap:10px">
  <span>👁️</span>
  <span id="presence-text"></span>
</div>

<?php
$sourceLabels = ['web'=>'🌐 Web','email'=>'📧 E-Mail','phone'=>'📞 Telefon','staff'=>'🖥 Intern','chat'=>'💬 Live-Chat'];
$sourceLabel  = $sourceLabels[$ticket['source']] ?? $ticket['source'];
?>

<!-- Ticket-Header wie osTicket -->
<div style="background:#fff;border:1px solid var(--border);border-radius:8px;margin-bottom:16px;overflow:hidden">

  <!-- Titelzeile -->
  <div style="padding:14px 18px;border-bottom:1px solid var(--border);display:flex;align-items:center;justify-content:space-between;gap:12px;flex-wrap:wrap">
    <div>
      <h2 style="margin:0 0 4px;font-size:1.15rem"><?= e($ticket['subject']) ?></h2>
      <div style="display:flex;gap:6px;align-items:center;flex-wrap:wrap">
        <span class="ticket-no">#<?= e($ticket['ticket_number']) ?></span>
        <span class="badge" style="background:<?= $statusColor ?>"><?= e($statusLabel) ?></span>
        <?php if (!empty($ticket['is_spam'])): ?><span class="badge" style="background:#dc2626">🚫 SPAM</span><?php endif; ?>
        <span class="badge" style="background:<?= e($ticket['priority_color']) ?>"><?= e($ticket['priority_name']) ?></span>
        <?php if ($isOverdue): ?><span class="badge" style="background:#dc2626">ÜBERFÄLLIG</span><?php endif; ?>
        <?php if ($myWorkSessionStartedAt): ?>
          <span class="muted" style="font-size:.78rem" title="Seit <?= e(format_dt($myWorkSessionStartedAt)) ?> geöffnet – wird beim Antworten automatisch als Zeit erfasst.">⏱ Zeiterfassung läuft</span>
        <?php endif; ?>
        <span class="muted" style="font-size:.78rem"><?= $sourceLabel ?></span>
      </div>
    </div>
    <div style="display:flex;gap:8px;flex-wrap:wrap">
      <?php if (($ticket['source'] ?? '') === 'email' && empty($ticket['is_spam'])): ?>
        <form method="post" style="display:inline" onsubmit="return confirm('Dieses Ticket als Spam markieren und die zugehörige E-Mail im Postfach nach Spam/Junk verschieben?');">
          <?= csrf_field() ?>
          <input type="hidden" name="action" value="mark_spam">
          <button type="submit" class="btn" style="font-size:.8rem;padding:5px 12px;background:#dc2626;color:#fff">🚫 Als Spam markieren</button>
        </form>
      <?php elseif (!empty($ticket['is_spam'])): ?>
        <form method="post" style="display:inline" onsubmit="return confirm('Spam-Markierung aufheben und die E-Mail zurück ins Postfach verschieben?');">
          <?= csrf_field() ?>
          <input type="hidden" name="action" value="restore_spam">
          <button type="submit" class="btn secondary" style="font-size:.8rem;padding:5px 12px">↩️ Spam-Markierung aufheben</button>
        </form>
      <?php endif; ?>
      <?php if (($ticket['source'] ?? '') === 'email' && function_exists('imap_open') && has_permission($staff, 'reply_ticket', (int) $ticket['department_id'])): ?>
        <form method="post" style="display:inline" onsubmit="return confirm('Anhänge, Bilder und Formatierung der Original-E-Mail aus dem Postfach nachladen und ins Ticket übernehmen?');">
          <?= csrf_field() ?>
          <input type="hidden" name="action" value="reload_mail_attachments">
          <button type="submit" class="btn secondary" style="font-size:.8rem;padding:5px 12px" title="Holt Anhänge, Bilder und die Formatierung der E-Mail aus dem Postfach, soweit sie beim Abruf nicht übernommen wurden">📎 Anhänge und Bilder aus E-Mail laden</button>
        </form>
      <?php endif; ?>
      <a href="/staff/ticket_print.php?n=<?= urlencode($ticket['ticket_number']) ?>" target="_blank" class="btn secondary" style="font-size:.8rem;padding:5px 12px">🖨 Drucken</a>
    </div>
  </div>

  <!-- Info-Tabelle -->
  <div style="display:grid;grid-template-columns:1fr 1fr;gap:0;border-bottom:1px solid var(--border)">
    <div style="padding:12px 18px;border-right:1px solid var(--border)">
      <table style="width:100%;font-size:.83rem;border-collapse:collapse">
        <tr>
          <td style="color:var(--muted);padding:3px 10px 3px 0;white-space:nowrap;font-weight:600">Absender:</td>
          <td><?= e($ticket['requester_name']) ?> &lt;<?= e($ticket['requester_email']) ?>&gt;</td>
        </tr>
        <tr>
          <td style="color:var(--muted);padding:3px 10px 3px 0;white-space:nowrap;font-weight:600">Erstellt:</td>
          <td><?= format_dt($ticket['created_at']) ?></td>
        </tr>
        <tr>
          <td style="color:var(--muted);padding:3px 10px 3px 0;white-space:nowrap;font-weight:600">Abteilung:</td>
          <td><?= e($ticket['department_name']) ?></td>
        </tr>
        <?php if ($helpTopicName): ?>
        <tr>
          <td style="color:var(--muted);padding:3px 10px 3px 0;white-space:nowrap;font-weight:600">Hilfethema:</td>
          <td><?= e($helpTopicName) ?></td>
        </tr>
        <?php endif; ?>
      </table>
    </div>
    <div style="padding:12px 18px">
      <table style="width:100%;font-size:.83rem;border-collapse:collapse">
        <tr>
          <td style="color:var(--muted);padding:3px 10px 3px 0;white-space:nowrap;font-weight:600">Status:</td>
          <td><span class="badge" style="background:<?= $statusColor ?>"><?= e($statusLabel) ?></span></td>
        </tr>
        <tr>
          <td style="color:var(--muted);padding:3px 10px 3px 0;white-space:nowrap;font-weight:600">Priorität:</td>
          <td><?= e($ticket['priority_name']) ?></td>
        </tr>
        <tr>
          <td style="color:var(--muted);padding:3px 10px 3px 0;white-space:nowrap;font-weight:600">Zugewiesen:</td>
          <td><?= e($ticket['staff_name'] ?? '– nicht zugewiesen –') ?></td>
        </tr>
        <?php if ($ticket['resolution_due_at']): ?>
        <tr>
          <td style="color:var(--muted);padding:3px 10px 3px 0;white-space:nowrap;font-weight:600">Fällig:</td>
          <td style="color:<?= $isOverdue?'#dc2626':'inherit' ?>"><?= format_dt($ticket['resolution_due_at']) ?></td>
        </tr>
        <?php endif; ?>
      </table>
    </div>
  </div>

</div>

<?php foreach ($errors as $err): ?>
  <div class="flash error"><?= e($err) ?></div>
<?php endforeach; ?>

<?php if ($lockedByOther): ?>
  <?php /* Dieser Block bleibt als Fallback für POST-Requests, wird aber bei GET nicht mehr erreicht */ ?>
<?php endif; ?>

<?php if ($adminLockedBy): ?>
<div class="flash warning" style="display:flex;align-items:center;gap:10px;flex-wrap:wrap">
  🔒 Dieses Ticket wird gerade von <strong>&bdquo;<?= e($adminLockedBy) ?>&ldquo;</strong> bearbeitet. Als Administrator kannst du es trotzdem lesen und bearbeiten.
  <form method="post" style="margin:0">
    <?= csrf_field() ?>
    <input type="hidden" name="action" value="admin_force_unlock">
    <input type="hidden" name="locked_by_name" value="<?= e($adminLockedBy) ?>">
    <button type="submit" class="btn btn-sm" style="padding:4px 10px;font-size:.78rem">Sperre aufheben und übernehmen</button>
  </form>
</div>
<?php endif; ?>
<?php if ($mergedIntoBanner): ?>
<div style="background:#fef3c7;border:1px solid #f59e0b;border-radius:8px;padding:12px 16px;margin-bottom:16px;display:flex;align-items:center;gap:10px">
  <span style="font-size:1.1rem">⚠️</span>
  <div style="font-size:.85rem">
    <strong>Dieses Ticket wurde zusammengeführt.</strong>
    Der Verlauf wurde in
    <a href="/staff/ticket_view.php?n=<?= e($mergedIntoBanner) ?>" style="font-weight:700;color:#92400e">#<?= e($mergedIntoBanner) ?></a>
    verschoben. Dieses Ticket ist jetzt schreibgeschützt.
  </div>
</div>
<?php endif; ?>

<?php if ($mergedFrom): ?>
<div style="background:#f0fdf4;border:1px solid #22c55e;border-radius:8px;padding:12px 16px;margin-bottom:16px">
  <div style="font-size:.8rem;font-weight:600;color:#15803d;margin-bottom:6px">📥 Zusammengeführte Tickets</div>
  <div style="display:flex;flex-wrap:wrap;gap:6px">
    <?php foreach ($mergedFrom as $mf): ?>
    <a href="/staff/ticket_view.php?n=<?= e($mf['ticket_number']) ?>"
       style="font-size:.78rem;padding:3px 10px;background:#dcfce7;border:1px solid #86efac;border-radius:20px;text-decoration:none;color:#15803d">
      #<?= e($mf['ticket_number']) ?> – <?= e(mb_strimwidth($mf['subject'], 0, 40, '…')) ?>
    </a>
    <?php endforeach; ?>
  </div>
</div>
<?php endif; ?>

<div style="display:grid;grid-template-columns:1fr 320px;gap:20px;align-items:flex-start">
  <div style="min-width:0">

    <?php if ($ticket['source'] === 'chat'):
        // Live-Chat-Tickets bestehen oft aus vielen kurzen Hin-und-Her-Nachrichten – als
        // einzelne, große Ticket-Antwort-Karten (wie bei E-Mail-Tickets üblich) wirkt das
        // unübersichtlich. Stattdessen: ein kompaktes Chatprotokoll in einer Box. Interne
        // Notizen sind davon ausgenommen und bleiben unten als normale Karten sichtbar –
        // die eigentliche Nachrichtenschleife überspringt unten nur die öffentlichen
        // Chat-Nachrichten, die hier schon gezeigt werden.
        $chatMsgs = array_filter($thread, fn($m) => !$m['is_internal_note']);
    ?>
    <div class="card" style="margin-bottom:20px">
      <div style="font-size:.72rem;font-weight:700;text-transform:uppercase;letter-spacing:.06em;color:var(--muted);margin-bottom:14px">💬 Live-Chat-Protokoll</div>
      <div style="display:flex;flex-direction:column;gap:12px;max-height:560px;overflow-y:auto;padding:2px 4px">
        <?php foreach ($chatMsgs as $m):
            $isStaffMsg = $m['author_type'] === 'staff';
            $who = $isStaffMsg ? ($m['staff_name'] ?? 'Mitarbeiter') : ($m['user_name'] ?? $ticket['requester_name']);
            $body = (string) ($m['message'] ?? '');
            $bodyIsHtml = message_is_html($body);
            $attStmt->execute([$m['id']]);
            $msgAttachments = $attStmt->fetchAll();
        ?>
        <div style="display:flex;flex-direction:column;align-items:<?= $isStaffMsg ? 'flex-end' : 'flex-start' ?>">
          <div style="font-size:.68rem;color:var(--muted);margin:0 4px 3px;font-weight:600">
            <?= e($who) ?> <span style="font-weight:400">· <?= format_dt($m['created_at']) ?></span>
          </div>
          <div style="max-width:75%;padding:8px 12px;border-radius:11px;font-size:.85rem;line-height:1.6;word-break:break-word;
            <?= $isStaffMsg ? 'background:var(--primary);color:#fff' : 'background:var(--bg-soft);border:1px solid var(--border);color:var(--ink)' ?>">
            <?php if ($bodyIsHtml): ?>
              <?= sanitize_staff_html($body) ?>
            <?php else: ?>
              <?= nl2br(e($body)) ?>
            <?php endif; ?>
          </div>
          <?php if ($msgAttachments): ?>
          <div style="display:flex;flex-wrap:wrap;gap:6px;margin-top:5px">
            <?php foreach ($msgAttachments as $a): ?>
              <a href="/download.php?id=<?= $a['id'] ?>" style="font-size:.72rem;padding:3px 9px;background:var(--bg-soft);border:1px solid var(--border);border-radius:12px;text-decoration:none;color:var(--ink)">📎 <?= e($a['original_name']) ?></a>
            <?php endforeach; ?>
          </div>
          <?php endif; ?>
        </div>
        <?php endforeach; ?>
        <?php if (!$chatMsgs): ?>
          <div style="font-size:.82rem;color:var(--muted)">Noch keine Nachrichten.</div>
        <?php endif; ?>
      </div>
    </div>
    <?php endif; ?>

    <?php foreach ($thread as $msg):
        if ($ticket['source'] === 'chat' && !$msg['is_internal_note']) continue; // s.o., schon im Chatprotokoll gezeigt
        $attStmt->execute([$msg['id']]);
        $attachments = $attStmt->fetchAll();
        // Eingebettete Bilder einer Mail (Logos, Fotos im Text) gehören zur Darstellung der Nachricht und stehen nicht in der Anhangliste
        $cidMap = [];
        foreach ($attachments as $a) if (!empty($a['is_inline']) && !empty($a['content_id'])) $cidMap[strtolower((string) $a['content_id'])] = '/download.php?id=' . (int) $a['id'] . '&preview=1';
        $attachments = array_values(array_filter($attachments, fn($a) => empty($a['is_inline'])));
        $isStaff = $msg['author_type'] === 'staff';
        $authorName = $isStaff
            ? ($msg['staff_name'] ?? 'Mitarbeiter')
            : ($msg['user_name'] ?? $ticket['requester_name']);
    ?>
      <div class="thread-msg <?= $isStaff ? 'from-staff' : '' ?> <?= $msg['is_internal_note'] ? 'is-note' : '' ?>" id="msg-<?= $msg['id'] ?>">
        <!-- Header: Absender + Datum + Betreff -->
        <div class="meta">
          <div style="display:flex;align-items:center;gap:10px;flex-wrap:wrap">
            <div style="width:34px;height:34px;border-radius:50%;background:<?= $isStaff ? 'var(--primary)' : '#64748b' ?>;color:#fff;display:flex;align-items:center;justify-content:center;font-size:.85rem;font-weight:700;flex-shrink:0">
              <?= mb_strtoupper(mb_substr($authorName, 0, 1)) ?>
            </div>
            <div>
              <div style="font-weight:700;font-size:.88rem;color:var(--ink)">
                <?= e($authorName) ?>
                <?php if ($msg['is_internal_note']): ?>
                  <span class="note-flag">Interne Notiz</span>
                <?php endif; ?>
              </div>
              <div style="font-size:.75rem;color:var(--muted)"><?= format_dt($msg['created_at']) ?></div>
            </div>
          </div>
          <?php if (!$isStaff && $ticket['subject']): ?>
            <div style="font-size:.78rem;color:var(--muted);font-style:italic"><?= e($ticket['subject']) ?></div>
          <?php endif; ?>
        </div>
        <!-- Nachrichteninhalt -->
        <div class="body">
          <?php
          $msgBody  = $msg['message'] ?? '';
          ?>
          <?php
          // Quoting-Blöcke einklappen (> ... Linien)
          // E-Mails mit Formatierung: bereinigte HTML-Fassung (message_html), sonst nur HTML, wenn die Nachricht selbst welches enthält
          $mailHtml = trim((string) ($msg['message_html'] ?? ''));
          $htmlSource = $mailHtml !== '' ? $mailHtml : (message_is_html($msgBody) ? $msgBody : null);
          $isHtml   = $htmlSource !== null;
          $msgId    = $msg['id'];
          ?>
          <!-- Quelltext-Toggle -->
          <div style="display:flex;justify-content:flex-end;gap:6px;margin-bottom:8px">
            <button type="button" onclick="toggleRaw(<?= $msgId ?>)"
                    id="raw-btn-<?= $msgId ?>"
                    style="font-size:.72rem;padding:3px 8px;border:1px solid var(--border);border-radius:4px;background:var(--bg-soft);color:var(--muted);cursor:pointer">
              Quelltext
            </button>
          </div>

          <!-- Quelltext (versteckt) -->
          <pre id="raw-<?= $msgId ?>" style="display:none;white-space:pre-wrap;word-break:break-all;font-size:.78rem;background:#1e293b;color:#e2e8f0;padding:14px;border-radius:6px;overflow-x:auto;line-height:1.6"><?= htmlspecialchars($msgBody, ENT_QUOTES, 'UTF-8') ?></pre>

          <!-- Gerenderter Inhalt -->
          <div id="rendered-<?= $msgId ?>">
          <?php if ($isHtml): ?>
            <?php
            // HTML-E-Mail sicher rendern
            $safe = sanitize_staff_html((string) $htmlSource, $mailHtml !== '' ? ['remote_images' => $loadRemoteImages ? 'allow' : 'placeholder', 'cid_map' => $cidMap] : []);
            // Zitat-Blöcke einklappbar machen
            $safe = preg_replace(
              '/<blockquote([^>]*)>(.*?)<\/blockquote>/is',
              '<div class="email-quote-wrap"><button type="button" class="email-quote-toggle" onclick="this.nextElementSibling.style.display=this.nextElementSibling.style.display===\'none\'?\'block\':\'none\';this.textContent=this.nextElementSibling.style.display===\'none\'?\'▶ Zitat anzeigen\':\'▼ Zitat ausblenden\'">▶ Zitat anzeigen</button><blockquote\1 style="display:none">\2</blockquote></div>',
              $safe
            );
            // Zitierter Verlauf früherer Mails (Outlook: Linie und Mailkopf) wird eingeklappt
            if (empty($msg['is_internal_note'])) {
                [$safeNew, $safeQuoted] = mail_split_quoted_html($safe);
                if ($safeQuoted !== '') $safe = $safeNew . mail_quote_wrap($safeQuoted);
            }
            ?>
            <?php if ($mailHtml !== '' && $loadRemoteImages && str_contains($safe, '<img')): ?>
              <div class="muted" style="font-size:.74rem;margin-bottom:8px">🌐 Bilder von fremden Webseiten sind für diese Ansicht geladen. <a href="/staff/ticket_view.php?n=<?= urlencode((string) $ticket['ticket_number']) ?>">Wieder ausblenden</a></div>
            <?php endif; ?>
            <?php if ($mailHtml !== '' && str_contains($safe, 'data-blocked-remote')): ?>
              <div class="muted" style="font-size:.74rem;margin-bottom:8px">🔒 Bilder von fremden Webseiten wurden aus Datenschutzgründen nicht geladen.
                <a href="/staff/ticket_view.php?n=<?= urlencode((string) $ticket['ticket_number']) ?>&remote_images=1" title="Lädt die Bilder nur für diese Ansicht. Der Absender kann dann sehen, dass und wann die Mail geöffnet wurde." style="margin-left:6px">Bilder jetzt laden</a></div>
            <?php endif; ?>
            <div class="email-html-body" style="font-size:.87rem;line-height:1.7;overflow-x:auto">
              <?= $safe ?>
            </div>
          <?php else: ?>
            <?php
            $text  = trim($msgBody);
            $text  = str_replace(["\r\n", "\r"], "\n", $text);
            $quotedText = '';
            if (empty($msg['is_internal_note'])) [$text, $quotedText] = mail_split_quoted_text($text);
            $renderText = function (string $t): string {
                $out = '';
                $parts = preg_split('/\n{2,}/', $t);
                if (count($parts) > 1) {
                    foreach ($parts as $p) {
                        $p = trim($p);
                        if ($p !== '') $out .= '<p style="margin:0 0 12px;line-height:1.7">' . nl2br(htmlspecialchars($p, ENT_QUOTES, 'UTF-8')) . '</p>';
                    }
                } else {
                    $out .= '<p style="margin:0;line-height:1.7">' . nl2br(htmlspecialchars($t, ENT_QUOTES, 'UTF-8')) . '</p>';
                }
                return $out;
            };
            echo $renderText($text);
            if ($quotedText !== '') echo mail_quote_wrap($renderText($quotedText));
            ?>
          <?php endif; ?>
          </div>
        </div>
        <?php if ($attachments): ?>
          <div style="padding:10px 16px 14px;border-top:1px solid var(--border-soft)">
            <!-- Bild-Vorschauen -->
            <?php
            $imgExts = ['jpg','jpeg','png','gif','webp','svg','bmp'];
            $imgAtts = array_filter($attachments, fn($a) => in_array(strtolower(pathinfo($a['original_name'],PATHINFO_EXTENSION)), $imgExts));
            $otherAtts = array_filter($attachments, fn($a) => !in_array(strtolower(pathinfo($a['original_name'],PATHINFO_EXTENSION)), $imgExts));
            ?>
            <?php if ($imgAtts): ?>
            <div style="display:flex;flex-wrap:wrap;gap:8px;margin-bottom:10px">
              <?php foreach ($imgAtts as $a): ?>
                <a href="/download.php?id=<?= $a['id'] ?>&preview=1" target="_blank" data-lightbox="1" data-download="/download.php?id=<?= (int) $a['id'] ?>"
                   title="<?= e($a['original_name']) ?>"
                   style="display:block;border:1px solid var(--border);border-radius:6px;overflow:hidden;flex-shrink:0;cursor:zoom-in">
                  <img src="/download.php?id=<?= $a['id'] ?>&preview=1"
                       alt="<?= e($a['original_name']) ?>"
                       style="max-width:200px;max-height:150px;display:block;object-fit:cover">
                </a>
              <?php endforeach; ?>
            </div>
            <?php endif; ?>
            <!-- Datei-Downloads -->
            <?php if ($otherAtts): ?>
            <div style="display:flex;flex-wrap:wrap;gap:6px">
              <?php foreach ($otherAtts as $a):
                $ext = strtolower(pathinfo($a['original_name'], PATHINFO_EXTENSION));
                $icon = match(true) {
                  $ext === 'pdf'                          => '📄',
                  in_array($ext,['doc','docx'])           => '📝',
                  in_array($ext,['xls','xlsx','csv'])     => '📊',
                  in_array($ext,['zip','rar','tar','gz']) => '📦',
                  in_array($ext,['mp4','mov','avi','mkv'])=> '🎥',
                  in_array($ext,['mp3','wav','ogg'])      => '🎵',
                  default                                 => '📎',
                };
                $sizeFmt = $a['filesize'] > 1048576
                  ? round($a['filesize']/1048576,1).' MB'
                  : round($a['filesize']/1024).' KB';
              ?>
                <a href="/download.php?id=<?= $a['id'] ?>"
                   style="display:flex;align-items:center;gap:6px;font-size:.8rem;padding:5px 10px;background:var(--bg-soft);border:1px solid var(--border);border-radius:6px;text-decoration:none;color:var(--ink)">
                  <?= $icon ?>
                  <span><?= e($a['original_name']) ?></span>
                  <span style="color:var(--muted);font-size:.72rem"><?= $sizeFmt ?></span>
                  <?php if ($ext === 'pdf'): ?>
                  <a href="/download.php?id=<?= $a['id'] ?>&preview=1" target="_blank"
                     style="font-size:.7rem;color:var(--primary);margin-left:4px;text-decoration:none">Öffnen</a>
                  <?php endif; ?>
                </a>
              <?php endforeach; ?>
            </div>
            <?php endif; ?>
          </div>
        <?php endif; ?>
      <?php
        // Kommentare laden
        $commentStmt->execute([$msg['id']]);
        $threadComments = $commentStmt->fetchAll();
      ?>
      <?php if ($threadComments || !$msg['is_internal_note']): ?>
      <div class="thread-comments" style="border-top:1px solid var(--border-soft);background:var(--bg-soft)">
        <!-- Vorhandene Kommentare -->
        <?php foreach ($threadComments as $co): ?>
        <div style="display:flex;gap:12px;margin:12px 16px;padding:12px 16px;background:#eef2ff;border:1px solid #c7d2fe;border-left:4px solid #6366f1;border-radius:10px">
          <div style="width:34px;height:34px;border-radius:50%;background:#6366f1;color:#fff;display:flex;align-items:center;justify-content:center;font-size:.85rem;font-weight:700;flex-shrink:0">
            <?= mb_strtoupper(mb_substr($co['staff_name'], 0, 1)) ?>
          </div>
          <div style="flex:1;min-width:0">
            <div style="display:flex;align-items:center;gap:8px;margin-bottom:6px;flex-wrap:wrap">
              <span style="font-size:.9rem;font-weight:700;color:#1e1b4b"><?= e($co['staff_name']) ?></span>
              <span style="font-size:.66rem;font-weight:700;letter-spacing:.04em;text-transform:uppercase;color:#4338ca;background:#e0e7ff;border-radius:6px;padding:2px 7px">Kommentar</span>
              <span style="font-size:.75rem;color:var(--muted)"><?= format_dt($co['created_at']) ?></span>
              <?php if ($co['staff_id'] === $staff['id'] || $staff['role'] === 'admin'): ?>
              <form method="post" style="margin-left:auto">
                <?= csrf_field() ?>
                <input type="hidden" name="action" value="delete_comment">
                <input type="hidden" name="comment_id" value="<?= $co['id'] ?>">
                <button type="submit" style="background:none;border:none;color:var(--muted);cursor:pointer;font-size:.72rem;padding:0" title="Kommentar löschen" onclick="return confirm('Kommentar löschen?')">✕</button>
              </form>
              <?php endif; ?>
            </div>
            <div style="font-size:.92rem;color:var(--ink);line-height:1.55"><?= nl2br(e($co['message'])) ?></div>
          </div>
        </div>
        <?php endforeach; ?>
        <!-- Kommentar hinzufügen -->
        <div class="comment-input-wrap" id="comment-wrap-<?= $msg['id'] ?>" style="display:none;padding:8px 16px">
          <form method="post" style="display:flex;gap:8px;align-items:flex-start;flex:1 1 100%;width:100%;min-width:0">
            <?= csrf_field() ?>
            <input type="hidden" name="action" value="add_comment">
            <input type="hidden" name="thread_id" value="<?= $msg['id'] ?>">
            <div style="width:26px;height:26px;border-radius:50%;background:#6366f1;color:#fff;display:flex;align-items:center;justify-content:center;font-size:.72rem;font-weight:700;flex-shrink:0;margin-top:2px">
              <?= mb_strtoupper(mb_substr($staff['name'], 0, 1)) ?>
            </div>
            <textarea name="comment_message" placeholder="Interner Kommentar…" required
                      rows="3" style="flex:1 1 auto;width:100%;min-width:0;min-height:90px;resize:vertical;font-size:.88rem;padding:8px 10px"
                      onkeydown="if(event.ctrlKey&&event.key==='Enter'){this.closest('form').submit()}"></textarea>
            <div style="display:flex;flex-direction:column;gap:4px">
              <button type="submit" class="btn" style="font-size:.78rem;padding:5px 10px;white-space:nowrap">Senden</button>
              <button type="button" class="btn secondary" style="font-size:.78rem;padding:5px 10px" onclick="toggleComment(<?= $msg['id'] ?>)">Abbrechen</button>
            </div>
          </form>
        </div>
        <!-- Toggle-Button -->
        <div style="padding:5px 16px">
          <button type="button" onclick="toggleComment(<?= $msg['id'] ?>)" id="comment-btn-<?= $msg['id'] ?>"
                  style="background:none;border:none;cursor:pointer;font-size:.76rem;color:var(--muted);padding:0;display:flex;align-items:center;gap:4px">
            <span style="font-size:.9rem">💬</span>
            <?= $threadComments ? count($threadComments) . ' Kommentar' . (count($threadComments) !== 1 ? 'e' : '') . ' · ' : '' ?>
            Kommentieren
          </button>
        </div>
      </div>
      <?php endif; ?>
      </div>
    <?php endforeach; ?>



    <div class="card">
      <h3>Antworten / Notiz</h3>
      <?php
      $sigOwn = trim((string) ($staff['signature'] ?? ''));
      $sigDeptStmt = $pdo->prepare('SELECT signature FROM departments WHERE id = ?');
      $sigDeptStmt->execute([$ticket['department_id']]);
      $sigDept = trim((string) $sigDeptStmt->fetchColumn());
      $sigDefault = $sigOwn !== '' ? 'own' : ($sigDept !== '' ? 'dept' : 'none');
      $sigHtml = ['own' => $sigOwn !== '' ? sanitize_staff_html($sigOwn) : '', 'dept' => $sigDept !== '' ? sanitize_staff_html($sigDept) : '', 'none' => ''];
      ?>
      <form method="post" enctype="multipart/form-data">
        <?= csrf_field() ?>
        <input type="hidden" name="action" value="reply" id="form-action">
        <?php if ($cannedResponses): ?>
        <?php
        // Variablen-Daten für JS vorbereiten
        $cannedVars = [
            'kundename'    => $ticket['requester_name']  ?? '',
            'vorname'      => explode(' ', trim($ticket['requester_name'] ?? ''))[0] ?? '',
            'email'        => $ticket['requester_email'] ?? '',
            'ticketnummer' => '#' . ($ticket['ticket_number'] ?? ''),
            'betreff'      => $ticket['subject']         ?? '',
            'abteilung'    => $ticket['department_name'] ?? '',
            'prioritaet'   => $ticket['priority_name']   ?? '',
            'status'       => $ticket['status']          ?? '',
            'mitarbeiter'  => $ticket['staff_name']      ?? $staff['name'] ?? '',
            'datum'        => date('d.m.Y'),
            'uhrzeit'      => date('H:i'),
            'signatur'     => $staff['signature']        ?? '',
        ];
        ?>
        <script>window.cannedVars = <?= json_encode($cannedVars, JSON_HEX_TAG | JSON_HEX_APOS | JSON_HEX_QUOT) ?>;</script>
          <div style="display:flex;gap:8px;align-items:center;margin-bottom:6px">
            <select id="canned_picker" style="flex:1" onchange="applyCannedResponse(this)">
              <option value="">– Vorlage wählen –</option>
              <?php
              $cannedOwn = array_filter($cannedResponses, fn($cr) => !empty($cr['department_id']));
              $cannedAll = array_filter($cannedResponses, fn($cr) => empty($cr['department_id']));
              foreach ([['Abteilung „' . ($ticket['department_name'] ?? '') . '“', $cannedOwn], ['Für alle Abteilungen', $cannedAll]] as [$groupLabel, $groupItems]):
                  if (!$groupItems) continue; ?>
                <optgroup label="<?= e($groupLabel) ?>">
                  <?php foreach ($groupItems as $cr): ?>
                    <option value="<?= $cr['id'] ?>" data-body="<?= e($cr['body']) ?>"><?= e($cr['title']) ?></option>
                  <?php endforeach; ?>
                </optgroup>
              <?php endforeach; ?>
            </select>
            <button type="button" id="canned-preview-btn" style="display:none;font-size:.78rem;padding:5px 10px" class="btn secondary" onclick="toggleCannedPreview()">Vorschau</button>
          </div>
          <div id="canned-preview" style="display:none;background:var(--bg-soft);border:1px solid var(--border);border-radius:6px;padding:12px;font-size:.84rem;line-height:1.7;margin-bottom:8px;max-height:200px;overflow-y:auto"></div>
        <?php endif; ?>
        <textarea name="message" id="message-field" data-richtext data-image-upload-url="/staff/upload_signature_image.php" placeholder="Nachricht eingeben... (Bilder und Screenshots mit Strg + V einfügen)" required></textarea>

        <div id="reply-signature" style="margin:14px 0">
          <div style="display:flex;align-items:center;gap:10px;flex-wrap:wrap;margin-bottom:6px">
            <label for="signature_choice" style="margin:0">Signatur</label>
            <select name="signature_choice" id="signature_choice" style="width:auto;min-width:260px">
              <option value="own" <?= $sigDefault === 'own' ? 'selected' : '' ?> <?= $sigOwn === '' ? 'disabled' : '' ?>>Meine Signatur<?= $sigOwn === '' ? ' (nicht hinterlegt)' : '' ?></option>
              <option value="dept" <?= $sigDefault === 'dept' ? 'selected' : '' ?> <?= $sigDept === '' ? 'disabled' : '' ?>>Abteilung „<?= e($ticket['department_name']) ?>“<?= $sigDept === '' ? ' (nicht hinterlegt)' : '' ?></option>
              <option value="none" <?= $sigDefault === 'none' ? 'selected' : '' ?>>Keine Signatur</option>
            </select>
            <a href="/staff/profile.php?tab=signature" class="muted" style="font-size:.78rem">Meine Signatur bearbeiten</a>
          </div>
          <div id="signature-preview" style="border:1px dashed var(--border);border-radius:8px;padding:12px 14px;font-size:.88rem;line-height:1.6;color:var(--muted);background:var(--bg-soft,transparent);min-height:20px"></div>
          <div class="muted" style="font-size:.76rem;margin-top:4px">Wird nur an öffentliche Antworten angehängt, nicht an interne Notizen.</div>
        </div>
        <script>
        (function () {
          var sigs = <?= json_encode($sigHtml, JSON_HEX_TAG | JSON_HEX_APOS | JSON_HEX_QUOT | JSON_HEX_AMP) ?>;
          var sel = document.getElementById('signature_choice');
          var box = document.getElementById('signature-preview');
          function show() {
            var html = sigs[sel.value] || '';
            if (html) { box.innerHTML = html; box.style.opacity = '1'; }
            else { box.textContent = sel.value === 'none' ? 'Es wird keine Signatur angehängt.' : 'Keine Signatur hinterlegt.'; box.style.opacity = '.7'; }
          }
          sel.addEventListener('change', show);
          show();
        })();
        </script>

        <div class="field-row">
          <div>
            <label for="attachments">Anhänge (optional, mehrere möglich)</label>
            <input type="file" id="attachments" name="attachments[]" multiple>
          </div>
          <div>
            <label for="set_status">Status nach dem Senden</label>
            <select name="set_status" id="set_status" onchange="syncReplyResolutionFields()">
              <option value="answered">Beantwortet</option>
              <option value="pending">Wartet auf Kunde</option>
              <option value="resolved">Gelöst</option>
              <option value="closed">Geschlossen</option>
            </select>
          </div>
        </div>
        <div id="reply-resolution-fields" style="display:none;margin-top:10px;padding:10px;border:1px solid var(--border-soft);border-radius:8px">
          <label for="reply_resolution_code">Abschlussgrund <span style="color:var(--danger)">*</span></label>
          <select id="reply_resolution_code" name="resolution_code"><?php foreach ($resolutionReasons as $code => $label): ?><option value="<?= e($code) ?>" <?= $code === 'fixed' ? 'selected' : '' ?>><?= e($label) ?></option><?php endforeach; ?></select>
          <label for="reply_resolution_note" style="margin-top:7px">Lösungshinweis (optional)</label><textarea id="reply_resolution_note" name="resolution_note" rows="2" maxlength="2000" placeholder="Kurze Notiz zur Lösung"></textarea>
        </div>
        <script>
        function syncReplyResolutionFields(){var status=document.getElementById('set_status'),box=document.getElementById('reply-resolution-fields'),reason=document.getElementById('reply_resolution_code');if(!status||!box||!reason)return;var required=['resolved','closed'].includes(status.value);box.style.display=required?'block':'none';reason.required=required;}
        syncReplyResolutionFields();
        </script>
        <div class="btn-row">
          <button type="submit" class="btn" onclick="document.getElementById('form-action').value='reply'">Öffentliche Antwort senden</button>
          <button type="submit" class="btn secondary" onclick="document.getElementById('form-action').value='note'">Nur interne Notiz speichern</button>
        </div>
        <details style="margin-top:12px">
          <summary style="cursor:pointer;font-weight:600">Später senden</summary>
          <div style="display:flex;gap:10px;align-items:end;flex-wrap:wrap;margin-top:8px">
            <div><label for="send_at" style="margin-top:0">Senden am</label><input type="datetime-local" id="send_at" name="send_at" min="<?= e(date('Y-m-d\TH:i')) ?>" max="<?= e(date('Y-m-d\TH:i', time() + SCHEDULED_REPLY_MAX_DAYS * 86400)) ?>" style="width:auto"></div>
            <button type="submit" class="btn secondary" onclick="document.getElementById('form-action').value='schedule_reply'">Antwort einplanen</button>
          </div>
          <div class="muted" style="font-size:.78rem;margin-top:4px">Die Antwort geht zur gewählten Zeit (Serverzeit) automatisch an den Kunden. Status und Signatur gelten wie oben gewählt; Anhänge sind hier nicht möglich.</div>
        </details>
      </form>
    </div>

    <?php if ($scheduledReplies): ?>
    <div class="card" style="border-left:4px solid #6366f1">
      <h3>Geplante Antworten</h3>
      <?php foreach ($scheduledReplies as $sr): ?>
        <div style="padding:8px 0;border-top:1px solid var(--border-soft)">
          <div style="display:flex;justify-content:space-between;gap:10px;align-items:center;flex-wrap:wrap">
            <strong>Wird gesendet am <?= e(format_dt((string) $sr['send_at'])) ?></strong>
            <span class="muted" style="font-size:.8rem">von <strong><?= e($sr['staff_name'] ?? '–') ?></strong></span>
            <?php if ((int) $sr['staff_id'] === (int) $staff['id'] || $staff['role'] === 'admin'): ?>
              <form method="post" style="margin:0" onsubmit="return confirm('Geplante Antwort abbrechen?')"><?= csrf_field() ?><input type="hidden" name="action" value="cancel_scheduled_reply"><input type="hidden" name="scheduled_id" value="<?= (int) $sr['id'] ?>"><button class="btn secondary" type="submit" style="padding:3px 10px;font-size:.78rem">Abbrechen</button></form>
            <?php endif; ?>
          </div>
          <div style="font-size:.86rem;margin-top:6px;max-height:140px;overflow:auto"><?= $sr['message'] ?></div>
        </div>
      <?php endforeach; ?>
    </div>
    <?php endif; ?>

    <?php if ($activity): ?>
    <div class="card">
      <h3>Aktivität</h3>
      <?php foreach ($activity as $log): ?>
        <div class="muted" style="font-size:.82rem;padding:4px 0"><?= format_dt($log['created_at']) ?> — <?= e($log['staff_name'] ?? 'System') ?>: <span><?= e($log['action']) ?></span></div>
      <?php endforeach; ?>
    </div>
    <?php endif; ?>
  </div>


 <div style="margin-top:20px;display:grid;grid-template-columns:repeat(auto-fit,minmax(280px,1fr));gap:16px;align-items:start">
    <nav class="tv-tabs" id="tv-tabs" role="tablist" aria-label="Ticket-Details">
      <button type="button" role="tab" class="tv-tab active" data-tab="details">Details</button>
      <button type="button" role="tab" class="tv-tab" data-tab="manage">Organisation</button>
      <button type="button" role="tab" class="tv-tab" data-tab="more">Mehr</button>
    </nav>


    <!-- Ticket-Eigenschaften als horizontale Leiste -->
    <div class="card" data-ptab="details" style="padding:14px 20px">
      <div style="display:flex; justify-content:space-between; align-items:center; margin-bottom:12px; padding-bottom:10px; border-bottom:1px solid var(--border-soft)">
        <span style="font-size:.82rem; font-weight:700; color:var(--ink)">Eigenschaften</span>
        <?php if (!$lockedByOther): ?>
          <form method="post" style="display:inline">
            <?= csrf_field() ?>
            <input type="hidden" name="action" value="release_lock">
            <button type="submit" title="Sperre aufheben" style="background:none;border:none;cursor:pointer;font-size:.75rem;color:var(--muted);padding:0">🔓 freigeben</button>
          </form>
        <?php endif; ?>
      </div>
      <form method="post">
        <?= csrf_field() ?>
        <input type="hidden" name="action" value="update_props">
        <div style="display:grid;grid-template-columns:repeat(auto-fit,minmax(160px,1fr));gap:12px">
          <?php foreach (['status'=>['Offen'=>'open','Wartet auf Kunde'=>'pending','Beantwortet'=>'answered','Pausiert'=>'on_hold','Gelöst'=>'resolved','Geschlossen'=>'closed']] as $k=>$opts): ?>
          <div>
            <label for="status" style="margin:0 0 4px; font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Status</label>
            <select name="status" id="status" onchange="syncTicketResolutionFields()" style="font-size:.875rem; padding:7px 10px">
              <?php foreach (['open'=>'Offen','pending'=>'Wartet auf Kunde','answered'=>'Beantwortet','on_hold'=>'Pausiert','resolved'=>'Gelöst','closed'=>'Geschlossen'] as $val=>$lbl): ?>
                <option value="<?= $val ?>" <?= $ticket['status']===$val?'selected':'' ?>><?= $lbl ?></option>
              <?php endforeach; ?>
            </select>
          </div>
          <?php endforeach; ?>
          <div id="ticket-resolution-fields">
            <label for="resolution_code" style="margin:0 0 4px;font-size:.71rem;font-weight:700;text-transform:uppercase;letter-spacing:.06em;color:var(--muted)">Abschlussgrund</label>
            <select name="resolution_code" id="resolution_code" data-ticket-was-terminal="<?= in_array($ticket['status'], ['resolved', 'closed'], true) ? '1' : '0' ?>" style="font-size:.875rem;padding:7px 10px"><option value="" <?= empty($ticket['resolution_code']) ? 'selected' : '' ?>>Grund auswählen</option><?php foreach ($resolutionReasons as $code => $label): ?><option value="<?= e($code) ?>" <?= ($ticket['resolution_code'] ?? '') === $code ? 'selected' : '' ?>><?= e($label) ?></option><?php endforeach; ?></select>
            <label for="resolution_note" style="margin:7px 0 4px;font-size:.71rem;font-weight:700;text-transform:uppercase;letter-spacing:.06em;color:var(--muted)">Lösungshinweis (optional)</label>
            <input type="text" name="resolution_note" id="resolution_note" maxlength="2000" value="<?= e((string) ($ticket['resolution_note'] ?? '')) ?>" placeholder="Kurze Notiz zur Lösung">
          </div>
          <div>
            <label for="priority_id" style="margin:0 0 4px; font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Priorität</label>
            <select name="priority_id" id="priority_id" style="font-size:.875rem; padding:7px 10px">
              <?php foreach ($priorities as $p): ?>
                <option value="<?= $p['id'] ?>" <?= $ticket['priority_id']==$p['id']?'selected':'' ?>><?= e($p['name']) ?></option>
              <?php endforeach; ?>
            </select>
          </div>
          <div>
            <label for="department_id" style="margin:0 0 4px; font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Abteilung</label>
            <select name="department_id" id="department_id" style="font-size:.875rem; padding:7px 10px">
              <?php foreach ($departments as $d): ?>
                <?php if ($myDeptIds !== null && !in_array((int) $d['id'], $myDeptIds, true) && $d['id'] != $ticket['department_id']) continue; ?>
                <option value="<?= $d['id'] ?>" <?= $ticket['department_id']==$d['id']?'selected':'' ?>><?= e($d['name']) ?></option>
              <?php endforeach; ?>
            </select>
          </div>
          <div>
            <label for="assigned_staff_id" style="margin:0 0 4px; font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Zugewiesen an</label>
            <select name="assigned_staff_id" id="assigned_staff_id" style="font-size:.875rem; padding:7px 10px">
              <option value="">– nicht zugewiesen –</option>
              <?php foreach ($agents as $a): ?>
                <option value="<?= $a['id'] ?>" <?= $ticket['assigned_staff_id']==$a['id']?'selected':'' ?>><?= e($a['name']) ?></option>
              <?php endforeach; ?>
            </select>
          </div>
          <?php if ($teams): ?>
          <div>
            <label for="team_id" style="margin:0 0 4px; font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Team</label>
            <select name="team_id" id="team_id" style="font-size:.875rem; padding:7px 10px">
              <option value="">– kein Team –</option>
              <?php foreach ($teams as $tm): ?>
                <option value="<?= $tm['id'] ?>" <?= ($ticket['team_id'] ?? '') == $tm['id'] ? 'selected' : '' ?>><?= e($tm['name']) ?></option>
              <?php endforeach; ?>
            </select>
          </div>
          <?php endif; ?>
        </div>
        <button type="submit" class="btn" style="margin-top:12px">Speichern</button>
      </form>
      <script>
      function syncTicketResolutionFields(){var status=document.getElementById('status'),reason=document.getElementById('resolution_code');if(reason)reason.required=!!status&&['resolved','closed'].includes(status.value)&&reason.dataset.ticketWasTerminal!=='1';}
      syncTicketResolutionFields();
      </script>
    </div>

    <div class="card" data-ptab="manage" style="padding:14px 20px">
      <div style="font-size:.71rem;font-weight:700;text-transform:uppercase;letter-spacing:.06em;color:var(--muted)">Verknüpfte Tickets</div>
      <?php foreach ($ticketLinks as $lk): [$lkLabel, $lkColor] = status_label($lk['status']); ?>
        <div style="display:flex;gap:8px;align-items:center;justify-content:space-between;padding:7px 0;border-top:1px solid var(--border-soft);margin-top:8px">
          <div style="min-width:0"><div class="muted" style="font-size:.74rem"><?= e($lk['label']) ?></div><a href="/staff/ticket_view.php?n=<?= urlencode($lk['number']) ?>"><strong>#<?= e($lk['number']) ?></strong> · <?= e($lk['subject']) ?></a> <span class="badge" style="background:<?= $lkColor ?>"><?= e($lkLabel) ?></span></div>
          <form method="post" style="margin:0" onsubmit="return confirm('Verknüpfung entfernen?')"><?= csrf_field() ?><input type="hidden" name="action" value="link_remove"><input type="hidden" name="link_id" value="<?= (int) $lk['id'] ?>"><button type="submit" title="Verknüpfung entfernen" style="background:none;border:none;color:var(--muted);cursor:pointer">✕</button></form>
        </div>
      <?php endforeach; ?>
      <?php if (!$ticketLinks): ?><p class="muted" style="font-size:.84rem">Keine verknüpften Tickets.</p><?php endif; ?>
      <?php if ($blockers = ticket_open_blockers($pdo, (int) $ticket['id'])): ?><div style="padding:8px 10px;margin-top:8px;border-radius:7px;background:#fef3c7;color:#92400e;font-size:.82rem">Wird noch blockiert durch <?= e(implode(', ', array_map(fn($b) => '#' . $b['number'], $blockers))) ?>.</div><?php endif; ?>
      <form method="post" style="display:flex;gap:6px;align-items:end;margin-top:8px;flex-wrap:wrap"<?= has_permission($staff, 'link_tickets', (int) $ticket['department_id']) ? '' : ' hidden' ?>><?= csrf_field() ?><input type="hidden" name="action" value="link_add">
        <div style="flex:1;min-width:110px"><label style="font-size:.75rem" for="link_number">Ticketnummer</label><input type="text" id="link_number" name="link_number" required maxlength="40" placeholder="z. B. 923425"></div>
        <div style="min-width:130px"><label style="font-size:.75rem" for="link_type">Art</label><select id="link_type" name="link_type"><?php foreach (ticket_link_types() as $lt => $ll): ?><option value="<?= e($lt) ?>"><?= e($ll[0]) ?></option><?php endforeach; ?></select></div>
        <button class="btn secondary" type="submit">Verknüpfen</button>
      </form>
    </div>

    <div class="card" data-ptab="manage" style="padding:14px 20px">
      <div style="display:flex;justify-content:space-between;align-items:center;gap:8px"><span style="font-size:.71rem;font-weight:700;text-transform:uppercase;letter-spacing:.06em;color:var(--muted)">Zugehörige Probleme</span><?php if ($staff['role'] === 'admin'): ?><a class="btn secondary" style="padding:3px 8px;font-size:.75rem" href="/staff/problems.php">Verwalten</a><?php endif; ?></div>
      <?php if ($ticketProblems): foreach ($ticketProblems as $problemItem): ?>
        <div style="padding:8px 0;border-top:1px solid var(--border-soft);margin-top:8px"><a href="/staff/problems.php?id=<?= (int) $problemItem['id'] ?>"><strong><?= e(ticket_problem_number((int) $problemItem['id'])) ?> · <?= e($problemItem['title']) ?></strong></a><div class="muted" style="font-size:.78rem;margin-top:3px"><?= e(ticket_problem_statuses()[$problemItem['status']] ?? $problemItem['status']) ?></div><?php if (!empty($problemItem['workaround'])): ?><div style="font-size:.82rem;margin-top:5px"><strong>Workaround:</strong> <?= nl2br(e((string) $problemItem['workaround'])) ?></div><?php endif; ?><?php if ($staff['role'] === 'admin'): ?><form method="post" style="margin-top:6px"><?= csrf_field() ?><input type="hidden" name="action" value="problem_unlink"><input type="hidden" name="problem_id" value="<?= (int) $problemItem['id'] ?>"><button class="btn secondary" type="submit" style="padding:2px 8px;font-size:.75rem">Trennen</button></form><?php endif; ?></div>
      <?php endforeach; else: ?><p class="muted" style="font-size:.84rem">Dieses Ticket ist keinem bekannten Problem zugeordnet.</p><?php endif; ?>
      <?php if (has_permission($staff, 'manage_problems') && $openProblems): ?><form method="post" style="display:flex;gap:6px;align-items:end;margin-top:8px"><?= csrf_field() ?><input type="hidden" name="action" value="problem_link"><div style="flex:1;min-width:150px"><label style="font-size:.75rem">Mit Problem verknüpfen</label><select name="problem_id" required><?php foreach ($openProblems as $problemOption): ?><option value="<?= (int) $problemOption['id'] ?>"><?= e(ticket_problem_number((int) $problemOption['id']) . ' · ' . $problemOption['title']) ?></option><?php endforeach; ?></select></div><button class="btn secondary" type="submit">Verknüpfen</button></form><?php endif; ?>
    </div>

    <!-- SLA + Individuelle Felder -->
    <div class="card" data-ptab="details" style="padding:16px 20px">
      <div style="font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted); margin-bottom:10px">SLA-Fristen</div>
      <?php if ($slaPaused): ?><div style="padding:8px 10px;margin-bottom:12px;border-radius:7px;background:#f1f5f9;color:#475569;font-size:.82rem"><strong>SLA pausiert</strong> seit <?= e(format_dt((string) $ticket['sla_paused_at'])) ?> – die Fristen laufen bei „<?= e($statusLabel) ?>“ nicht weiter.</div><?php endif; ?>
      <div style="display:grid; grid-template-columns:1fr 1fr; gap:12px">
        <div>
          <div style="font-size:.7rem; color:var(--muted-lt); margin-bottom:2px">Erstreaktion</div>
          <?php $responseOverdue = !$ticketDone && !$slaPaused && $ticket['first_response_due_at'] && !$ticket['first_responded_at'] && strtotime($ticket['first_response_due_at']) < time(); ?>
          <div style="font-size:.8rem; font-weight:700; color:<?= $responseOverdue ? 'var(--danger)' : 'var(--ink)' ?>"><?= format_dt($ticket['first_response_due_at']) ?></div>
          <div style="font-size:.74rem; color:<?= $responseOverdue ? 'var(--danger)' : 'var(--muted)' ?>"><?= $ticket['first_responded_at'] ? '✓ beantwortet' : ($ticketDone ? '–' : ($slaPaused ? 'Pausiert' : time_until($ticket['first_response_due_at']))) ?></div>
        </div>
        <div>
          <div style="font-size:.7rem; color:var(--muted-lt); margin-bottom:2px">Lösung</div>
          <?php $resolutionOverdue = !$ticketDone && !$slaPaused && $ticket['resolution_due_at'] && !$ticket['resolved_at'] && strtotime($ticket['resolution_due_at']) < time(); ?>
          <div style="font-size:.8rem; font-weight:700; color:<?= $resolutionOverdue ? 'var(--danger)' : 'var(--ink)' ?>"><?= format_dt($ticket['resolution_due_at']) ?></div>
          <div style="font-size:.74rem; color:<?= $resolutionOverdue ? 'var(--danger)' : 'var(--muted)' ?>"><?= $ticket['resolved_at'] ? '✓ gelöst' : ($ticketDone ? '✓ erledigt' : ($slaPaused ? 'Pausiert' : time_until($ticket['resolution_due_at']))) ?></div>
        </div>
      </div>
      <details style="margin-top:12px;border-top:1px solid var(--border-soft);padding-top:9px">
        <summary style="cursor:pointer;font-size:.8rem;font-weight:700">SLA-Verlauf</summary>
        <?php if ($slaHistory): ?><div style="display:grid;gap:6px;margin-top:8px">
          <?php foreach ($slaHistory as $slaEvent):
            $eventLabels = ['started' => 'Frist gestartet', 'adjusted' => 'Frist angepasst', 'paused' => 'Frist pausiert', 'resumed' => 'Frist fortgesetzt', 'overdue' => 'Frist überschritten'];
            $deadlineLabels = ['first_response' => 'Erstreaktion', 'resolution' => 'Lösung'];
          ?>
            <div style="display:flex;flex-wrap:wrap;gap:8px;align-items:baseline;font-size:.76rem"><time class="muted" style="white-space:nowrap"><?= e(format_dt((string) $slaEvent['created_at'])) ?></time><strong><?= e($eventLabels[$slaEvent['event_type']] ?? $slaEvent['event_type']) ?><?= !empty($slaEvent['deadline_type']) ? ' · ' . e($deadlineLabels[$slaEvent['deadline_type']] ?? $slaEvent['deadline_type']) : '' ?></strong><span class="muted"><?= e((string) ($slaEvent['details'] ?? '')) ?><?= !empty($slaEvent['staff_name']) ? ' · ' . e($slaEvent['staff_name']) : '' ?></span></div>
          <?php endforeach; ?>
        </div><?php else: ?><p class="muted" style="font-size:.78rem">Noch keine SLA-Ereignisse erfasst.</p><?php endif; ?>
      </details>
      <?php if ($customFieldValues): ?>
        <div style="border-top:1px solid var(--border-soft); margin-top:12px; padding-top:12px">
          <div style="font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted); margin-bottom:10px">Weitere Felder</div>
          <?php foreach ($customFieldValues as $fv): ?>
            <div style="margin-bottom:8px">
              <div style="font-size:.7rem; color:var(--muted-lt)"><?= e($fv['label']) ?></div>
              <div style="font-size:.82rem; font-weight:600"><?= $fv['field_type']==='checkbox' ? ($fv['value'] ? 'Ja' : 'Nein') : e($fv['value']) ?></div>
            </div>
          <?php endforeach; ?>
        </div>
      <?php endif; ?>
    </div>

    <?php $csatRow = null; try { $csatRow = csat_for_ticket($pdo, (int) $ticket['id']); } catch (Throwable $e) {} ?>
    <?php if ($csatRow): ?>
    <!-- Zufriedenheit des Kunden -->
    <div class="card" data-ptab="details" style="padding:14px 20px">
      <span style="font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Kundenzufriedenheit</span>
      <?php if ($csatRow['rating'] !== null): ?>
        <div style="font-size:1.25rem;color:#f5b301;margin-top:4px"><?= e(csat_stars((int) $csatRow['rating'])) ?> <span style="font-size:.85rem;color:var(--muted)"><?= (int) $csatRow['rating'] ?> von 5</span></div>
        <?php if (!empty($csatRow['comment'])): ?><div style="font-size:.85rem;margin-top:4px">„<?= e((string) $csatRow['comment']) ?>“</div><?php endif; ?>
        <div class="muted" style="font-size:.76rem;margin-top:4px">Bewertet am <?= e(format_dt((string) $csatRow['answered_at'])) ?></div>
      <?php else: ?>
        <div class="muted" style="font-size:.84rem;margin-top:4px">Abfrage am <?= e(format_dt((string) $csatRow['sent_at'])) ?> gesendet, noch keine Antwort.</div>
      <?php endif; ?>
    </div>
    <?php endif; ?>

    <!-- Wiedervorlage und Beobachter -->
    <div class="card" data-ptab="manage" style="padding:16px 20px">
      <span style="font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Wiedervorlage</span>
      <?php if ($snoozedUntil): ?>
        <p style="font-size:.84rem;margin:8px 0">💤 Bis <strong><?= e(date('d.m.Y H:i', (int) strtotime($snoozedUntil))) ?> Uhr</strong> ausgeblendet, dann kommt es zurück.</p>
        <form method="post"><?= csrf_field() ?><input type="hidden" name="action" value="unsnooze"><button type="submit" class="btn secondary" style="width:100%;font-size:.82rem;justify-content:center">Jetzt zurückholen</button></form>
      <?php else: ?>
        <form method="post" style="margin-top:8px">
          <?= csrf_field() ?><input type="hidden" name="action" value="snooze">
          <select name="snooze_choice" style="font-size:.84rem;padding:7px 10px;margin-bottom:6px" onchange="document.getElementById('snooze-custom').style.display=this.value==='custom'?'':'none'">
            <?php foreach (ticket_snooze_options() as $k => $l): ?><option value="<?= e($k) ?>"><?= e($l) ?></option><?php endforeach; ?>
          </select>
          <input type="datetime-local" name="snooze_custom" id="snooze-custom" style="display:none;font-size:.84rem;padding:7px 10px;margin-bottom:6px">
          <button type="submit" class="btn secondary" style="width:100%;font-size:.82rem;justify-content:center">Auf später legen</button>
        </form>
        <p style="font-size:.76rem;color:var(--muted);margin:6px 0 0">Das Ticket verschwindet aus den Listen und kommt zum Zeitpunkt zurück, mit Benachrichtigung. Antwortet der Kunde früher, kommt es sofort zurück.</p>
      <?php endif; ?>

      <div style="margin-top:14px;padding-top:12px;border-top:1px solid var(--border-soft)">
        <span style="font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Beobachter</span>
        <?php if ($followers): ?>
          <div style="font-size:.83rem;margin:6px 0"><?= e(implode(', ', array_column($followers, 'name'))) ?></div>
        <?php else: ?>
          <p style="font-size:.79rem;color:var(--muted);margin:6px 0">Niemand. Beobachter bekommen Benachrichtigungen, ohne dass ihnen das Ticket zugewiesen ist.</p>
        <?php endif; ?>
        <form method="post"><?= csrf_field() ?><input type="hidden" name="action" value="<?= $isFollowing ? 'unfollow' : 'follow' ?>"><button type="submit" class="btn secondary" style="width:100%;font-size:.82rem;justify-content:center"><?= $isFollowing ? 'Nicht mehr beobachten' : '👁 Ticket beobachten' ?></button></form>
      </div>
    </div>

    <?php if ($similar['articles'] || $similar['tickets']): ?>
    <!-- Ähnliche Artikel und Tickets -->
    <div class="card" data-ptab="more" style="padding:16px 20px">
      <span style="font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Dazu passend</span>
      <?php if ($similar['articles']): ?>
        <div style="font-size:.76rem;color:var(--muted);margin:8px 0 2px">Wissensdatenbank</div>
        <?php foreach ($similar['articles'] as $sa): ?>
          <div style="font-size:.84rem;padding:3px 0"><a href="<?= e($sa['url']) ?>" target="_blank" rel="noopener"><?= e($sa['title']) ?></a> <button type="button" class="link" style="background:none;border:0;color:var(--muted);cursor:pointer;font-size:.74rem" onclick="navigator.clipboard&&navigator.clipboard.writeText(location.origin+'<?= e($sa['url']) ?>');this.textContent='kopiert'">Link kopieren</button></div>
        <?php endforeach; ?>
      <?php endif; ?>
      <?php if ($similar['tickets']): ?>
        <div style="font-size:.76rem;color:var(--muted);margin:8px 0 2px">Ähnliche gelöste Tickets</div>
        <?php foreach ($similar['tickets'] as $st): ?>
          <div style="font-size:.84rem;padding:3px 0"><a href="/staff/ticket_view.php?n=<?= e(urlencode((string) $st['number'])) ?>" target="_blank" rel="noopener">#<?= e($st['number']) ?></a> <?= e(mb_strimwidth((string) $st['subject'], 0, 48, '…')) ?></div>
        <?php endforeach; ?>
      <?php endif; ?>
    </div>
    <?php endif; ?>

    <!-- Kollaboratoren -->
    <div class="card" data-ptab="manage" style="padding:16px 20px">
      <div style="display:flex; justify-content:space-between; align-items:center; margin-bottom:10px">
        <span style="font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted)">Kollaboratoren</span>
        <button type="button" id="collab-toggle" onclick="var f=document.getElementById('collab-form');f.style.display=f.style.display==='none'?'':'none'" style="background:none;border:1px solid var(--border);border-radius:5px;padding:2px 8px;font-size:.73rem;cursor:pointer;color:var(--muted)">+ hinzufügen</button>
      </div>
      <?php if ($collaborators): ?>
        <?php foreach ($collaborators as $cc): ?>
          <div style="display:flex; justify-content:space-between; align-items:center; padding:5px 0; border-bottom:1px solid var(--border-soft); gap:8px">
            <div style="min-width:0">
              <div style="font-size:.83rem; font-weight:500; overflow:hidden; text-overflow:ellipsis; white-space:nowrap"><?= e($cc['name'] ?: $cc['email']) ?></div>
              <?php if ($cc['name']): ?><div style="font-size:.73rem; color:var(--muted); overflow:hidden; text-overflow:ellipsis; white-space:nowrap"><?= e($cc['email']) ?></div><?php endif; ?>
            </div>
            <form method="post" style="display:inline;flex-shrink:0" onsubmit="return confirm('Kollaborator entfernen?');">
              <?= csrf_field() ?>
              <input type="hidden" name="action" value="remove_collaborator">
              <input type="hidden" name="collaborator_id" value="<?= $cc['id'] ?>">
              <button type="submit" style="background:none;border:none;color:var(--muted-lt);cursor:pointer;padding:2px 4px;font-size:.85rem" title="Entfernen">✕</button>
            </form>
          </div>
        <?php endforeach; ?>
      <?php else: ?>
        <p style="font-size:.79rem; color:var(--muted); margin:0 0 6px">Erhalten eine Kopie jeder öffentlichen Antwort per E-Mail.</p>
      <?php endif; ?>
      <form method="post" id="collab-form" style="display:none; margin-top:10px">
        <?= csrf_field() ?>
        <input type="hidden" name="action" value="add_collaborator">
        <input type="text" name="collaborator_name" placeholder="Name (optional)" style="margin-bottom:5px; font-size:.84rem; padding:7px 10px">
        <input type="email" name="collaborator_email" placeholder="E-Mail-Adresse" required style="margin-bottom:8px; font-size:.84rem; padding:7px 10px">
        <button type="submit" class="btn secondary" style="width:100%; font-size:.82rem; justify-content:center">Hinzufügen</button>
      </form>
    </div>

    <!-- Selten: Zusammenführen + Löschen -->
    <details class="card" data-ptab="more" style="padding:0; overflow:hidden">
      <summary style="padding:12px 16px; cursor:pointer; font-size:.79rem; font-weight:600; color:var(--muted); display:flex; align-items:center; justify-content:space-between; user-select:none; list-style:none">
        <span>Weitere Aktionen</span><span style="font-size:.68rem; transition:transform .2s">▾</span>
      </summary>
      <div style="border-top:1px solid var(--border-soft); padding:14px 16px; display:flex; flex-direction:column; gap:12px">
        <div<?= has_permission($staff, 'merge_split_ticket', (int) $ticket['department_id']) ? '' : ' hidden' ?>>
          <div style="font-size:.79rem; font-weight:600; color:var(--ink-soft); margin-bottom:6px">Tickets zusammenführen</div>
          <p style="font-size:.75rem; color:var(--muted); margin:0 0 10px">Verlauf, Tags und Collaborators werden ins Ziel-Ticket verschoben. Dieses Ticket wird geschlossen.</p>

          <!-- Live-Suche -->
          <input type="text" id="merge-search" placeholder="Ticketnummer oder Betreff suchen…"
                 style="font-size:.82rem;padding:7px 10px;width:100%;box-sizing:border-box;margin-bottom:8px"
                 oninput="mergeSearch(this.value)">
          <div id="merge-results" style="display:none;border:1px solid var(--border);border-radius:6px;overflow:hidden;margin-bottom:8px;max-height:200px;overflow-y:auto"></div>

          <!-- Vorschau des gewählten Tickets -->
          <div id="merge-preview" style="display:none;background:var(--bg-soft);border:1px solid var(--border);border-radius:6px;padding:10px;font-size:.8rem;margin-bottom:10px">
            <div style="font-weight:600;margin-bottom:4px" id="merge-preview-title"></div>
            <div style="color:var(--muted)" id="merge-preview-meta"></div>
          </div>

          <form method="post" id="merge-form" onsubmit="return confirmMerge()">
            <?= csrf_field() ?>
            <input type="hidden" name="action" value="merge_ticket">
            <input type="hidden" name="target_ticket_number" id="merge-target-num" required>
            <div style="margin-bottom:8px">
              <label style="font-size:.76rem;color:var(--muted);display:block;margin-bottom:4px">Richtung:</label>
              <div style="display:flex;gap:10px">
                <label style="font-size:.8rem;display:flex;align-items:center;gap:5px;cursor:pointer;font-weight:400">
                  <input type="radio" name="merge_direction" value="into" checked style="width:auto">
                  Dieses Ticket <strong>→</strong> Ziel
                </label>
                <label style="font-size:.8rem;display:flex;align-items:center;gap:5px;cursor:pointer;font-weight:400">
                  <input type="radio" name="merge_direction" value="from" style="width:auto">
                  Ziel <strong>→</strong> Dieses Ticket
                </label>
              </div>
            </div>
            <button type="submit" id="merge-submit-btn" disabled
                    class="btn secondary" style="width:100%;font-size:.82rem;opacity:.5">
              Zusammenführen
            </button>
          </form>
        </div>
        <div style="border-top:1px solid var(--border-soft); padding-top:12px">
          <form method="post" onsubmit="return confirm('Ticket inkl. Verlauf unwiderruflich löschen?');">
            <?= csrf_field() ?>
            <input type="hidden" name="action" value="delete_ticket">
            <button type="submit" style="width:100%; background:none; border:1.5px solid var(--danger); color:var(--danger); border-radius:var(--radius); padding:8px 14px; font-size:.83rem; font-weight:600; cursor:pointer; font-family:var(--font-body)">🗑 Ticket löschen</button>
          </form>
        </div>
      </div>
    </details>

    <!-- Zeiterfassung -->
    <div class="card" data-ptab="manage" style="padding:16px 20px">
      <div style="font-size:.71rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted); margin-bottom:10px">
        &#9201; Zeiterfassung
        <?php if ($totalMinutes > 0): ?>
          <span style="float:right; font-size:.78rem; color:var(--ink); text-transform:none; letter-spacing:0">
            Gesamt: <?= $totalMinutes >= 60 ? floor($totalMinutes/60).'h '.($totalMinutes%60).'min' : $totalMinutes.' Min.' ?>
          </span>
        <?php endif; ?>
      </div>
      <form method="post" style="display:flex; gap:6px; margin-bottom:10px">
        <?= csrf_field() ?>
        <input type="hidden" name="action" value="log_time">
        <input type="number" name="minutes" min="1" max="9999" placeholder="Min." required
               style="width:70px; font-size:.82rem; padding:6px 8px">
        <input type="text" name="time_note" placeholder="Notiz (optional)"
               style="flex:1; font-size:.82rem; padding:6px 8px">
        <button type="submit" class="btn secondary" style="font-size:.8rem; padding:6px 12px; white-space:nowrap">+ Erfassen</button>
      </form>
      <?php if ($timeEntries): ?>
        <?php foreach ($timeEntries as $te): ?>
          <div style="display:flex; justify-content:space-between; align-items:center; padding:4px 0; border-top:1px solid var(--border-soft); font-size:.79rem">
            <div>
              <span style="font-weight:600"><?= $te['minutes'] >= 60 ? floor($te['minutes']/60).'h '.($te['minutes']%60).'min' : $te['minutes'].' Min.' ?></span>
              <span style="color:var(--muted)"> &middot; <?= e($te['staff_name']) ?></span>
              <?php if ($te['note']): ?><span style="color:var(--muted-lt)"> &middot; <?= e($te['note']) ?></span><?php endif; ?>
            </div>
            <?php if ($te['staff_id'] == $staff['id'] || $staff['role'] === 'admin'): ?>
            <form method="post" style="display:inline">
              <?= csrf_field() ?>
              <input type="hidden" name="action" value="delete_time_entry">
              <input type="hidden" name="entry_id" value="<?= $te['id'] ?>">
              <button type="submit" style="background:none;border:none;color:var(--muted-lt);cursor:pointer;font-size:.8rem;padding:0 2px">&#10005;</button>
            </form>
            <?php endif; ?>
          </div>
        <?php endforeach; ?>
      <?php else: ?>
        <p style="font-size:.78rem; color:var(--muted); margin:0">Noch keine Zeit erfasst.</p>
      <?php endif; ?>
    </div>

    <!-- Kunden sperren -->
  <?php
  $requesterEmail  = $ticket['requester_email'] ?? '';
  $requesterDomain = $requesterEmail ? substr($requesterEmail, strpos($requesterEmail,'@')+1) : '';
  $alreadyBanned   = false;
  if ($requesterEmail) {
      $bs = $pdo->prepare('SELECT id FROM banlist WHERE value IN (?,?) LIMIT 1');
      $bs->execute([$requesterEmail, $requesterDomain]);
      $alreadyBanned = (bool)$bs->fetchColumn();
  }
  ?>
  <div data-ptab="more"><?= plugin_filter('ticket.view.sidebar', '', ['ticketId' => (int) $ticket['id'], 'ticket' => $ticket, 'staff' => $staff]) /* Plugins liefern fertiges HTML (vertrauenswürdiger Code) */ ?></div>
  <?php if ($requesterEmail): ?>
  <div class="card" data-ptab="details" style="margin-top:16px;padding:14px 16px">
    <div style="font-size:.72rem;font-weight:700;text-transform:uppercase;letter-spacing:.06em;color:var(--muted);margin-bottom:10px">Absender</div>
    <div style="font-size:.83rem;margin-bottom:8px;word-break:break-all"><?= e($requesterEmail) ?></div>
    <?php if ($alreadyBanned): ?>
      <span style="background:#fee2e2;color:#dc2626;font-size:.75rem;padding:3px 10px;border-radius:20px;font-weight:600">⛔ Gesperrt</span>
    <?php else: ?>
      <details style="margin-top:6px"<?= has_permission($staff, 'manage_banlist') ? '' : ' hidden' ?>>
        <summary style="cursor:pointer;font-size:.78rem;color:var(--danger);font-weight:600">Absender sperren…</summary>
        <form method="post" style="margin-top:10px" onsubmit="return confirm('Wirklich sperren?')">
          <?= csrf_field() ?>
          <input type="hidden" name="action" value="ban_user">
          <label style="display:flex;align-items:center;gap:6px;font-size:.78rem;font-weight:400;margin-bottom:6px;cursor:pointer">
            <input type="checkbox" name="ban_email" value="<?= e($requesterEmail) ?>" checked style="width:auto">
            E-Mail: <?= e($requesterEmail) ?>
          </label>
          <label style="display:flex;align-items:center;gap:6px;font-size:.78rem;font-weight:400;margin-bottom:8px;cursor:pointer">
            <input type="checkbox" name="ban_domain" value="<?= e($requesterDomain) ?>" style="width:auto">
            Domain: @<?= e($requesterDomain) ?>
          </label>
          <input type="text" name="ban_reason" placeholder="Grund (optional)" style="font-size:.78rem;margin-bottom:8px">
          <button type="submit" class="btn secondary" style="font-size:.75rem;padding:5px 12px;border-color:var(--danger);color:var(--danger)">Sperren</button>
        </form>
      </details>
    <?php endif; ?>
  </div>
  <?php endif; ?>

  <!-- Kundenbewertung -->
  <?php if (get_setting('ticket_ratings_enabled','1')==='1' && in_array($ticket['status'],['resolved','closed'])): ?>
    <div class="card" data-ptab="details" style="margin-top:16px; padding:18px 20px">
      <div style="font-size:.72rem; font-weight:700; text-transform:uppercase; letter-spacing:.06em; color:var(--muted); margin-bottom:12px">Kundenbewertung</div>
      <?php if ($ticketRating): ?>
        <div style="display:flex; align-items:center; gap:10px; margin-bottom:8px">
          <div style="font-size:1.4rem; line-height:1; letter-spacing:1px">
            <?php for ($__i=1;$__i<=5;$__i++): ?><?= $__i<=$ticketRating['rating']?'⭐':'☆' ?><?php endfor; ?>
          </div>
          <span style="font-weight:700; font-size:.95rem; color:var(--ink)"><?= $ticketRating['rating'] ?>/5</span>
        </div>
        <?php if ($ticketRating['comment']): ?>
          <p style="font-size:.83rem; color:var(--ink); margin:0 0 8px; font-style:italic; border-left:3px solid var(--primary); padding-left:10px">"<?= e($ticketRating['comment']) ?>"</p>
        <?php endif; ?>
        <div class="muted" style="font-size:.72rem"><?= format_dt($ticketRating['created_at']) ?></div>
      <?php else: ?>
        <p class="muted" style="font-size:.83rem; margin:0">Noch keine Bewertung abgegeben.</p>
      <?php endif; ?>
    </div>
    <?php endif; ?>

  </div>
</div>
</div>

<script>
// Interne Kommentare: Toggle
function toggleComment(msgId) {
  var wrap = document.getElementById('comment-wrap-' + msgId);
  var btn  = document.getElementById('comment-btn-' + msgId);
  if (!wrap) return;
  var visible = wrap.style.display !== 'none';
  wrap.style.display = visible ? 'none' : 'flex';
  if (!visible) {
    var ta = wrap.querySelector('textarea');
    if (ta) ta.focus();
  }
}
</script>

<script>
// Ticket-Zusammenführen: Live-Suche
var mergeDebounce;
var mergeSelected = null;
var currentTicketNum = '<?= e($ticket['ticket_number']) ?>';

function mergeSearch(q) {
  clearTimeout(mergeDebounce);
  var results = document.getElementById('merge-results');
  if (q.length < 2) { results.style.display = 'none'; return; }
  mergeDebounce = setTimeout(function() {
    fetch('/staff/ticket_merge_search.php?q=' + encodeURIComponent(q) + '&exclude=' + encodeURIComponent(currentTicketNum))
      .then(function(r){ return r.json(); })
      .then(function(data) {
        if (!data.length) {
          results.innerHTML = '<div style="padding:10px;font-size:.82rem;color:var(--muted)">Keine Tickets gefunden.</div>';
        } else {
          results.innerHTML = data.map(function(t) {
            return '<div class="merge-result-item" onclick="selectMergeTicket(' + JSON.stringify(t) + ')"'
              + ' style="padding:8px 12px;cursor:pointer;border-bottom:1px solid var(--border-soft);font-size:.82rem"'
              + ' onmouseover="this.style.background=\'var(--bg-soft)\'" onmouseout="this.style.background=\'\'"'
              + '>'
              + '<strong style="color:var(--primary)">#' + t.ticket_number + '</strong> '
              + '<span>' + t.subject + '</span> '
              + '<span style="color:var(--muted);font-size:.76rem">' + t.requester_name + ' · ' + t.status + '</span>'
              + '</div>';
          }).join('');
        }
        results.style.display = 'block';
      })
      .catch(function(){
        results.innerHTML = '<div style="padding:10px;font-size:.82rem;color:var(--danger)">Fehler beim Suchen.</div>';
        results.style.display = 'block';
      });
  }, 300);
}

function selectMergeTicket(t) {
  mergeSelected = t;
  document.getElementById('merge-target-num').value = t.ticket_number;
  document.getElementById('merge-results').style.display = 'none';
  document.getElementById('merge-search').value = '#' + t.ticket_number + ' – ' + t.subject;
  // Vorschau zeigen
  document.getElementById('merge-preview-title').textContent = '#' + t.ticket_number + ': ' + t.subject;
  document.getElementById('merge-preview-meta').textContent =
    t.requester_name + ' · ' + t.department_name + ' · ' + t.status + ' · ' + t.priority_name;
  document.getElementById('merge-preview').style.display = 'block';
  // Submit aktivieren
  var btn = document.getElementById('merge-submit-btn');
  btn.disabled = false;
  btn.style.opacity = '1';
}

function confirmMerge() {
  if (!mergeSelected) return false;
  var dir = document.querySelector('input[name=merge_direction]:checked').value;
  var from = dir === 'from' ? '#' + mergeSelected.ticket_number : '#' + currentTicketNum;
  var into = dir === 'from' ? '#' + currentTicketNum : '#' + mergeSelected.ticket_number;
  return confirm('Ticket ' + from + ' in ' + into + ' zusammenführen?\n\nDieser Vorgang kann nicht rückgängig gemacht werden.');
}

// Klick außerhalb schließt Suchergebnisse
document.addEventListener('click', function(e) {
  var r = document.getElementById('merge-results');
  if (r && !r.contains(e.target) && e.target.id !== 'merge-search') r.style.display = 'none';
});
</script>

<script>
// Canned Responses mit Variablen-Ersetzung
function resolveCannedVars(text) {
  var vars = window.cannedVars || {};
  return text.replace(/\{\{(\w+)\}\}/g, function(match, key) {
    return vars[key] !== undefined ? vars[key] : match;
  });
}

function applyCannedResponse(select) {
  if (!select.value) {
    document.getElementById('canned-preview-btn').style.display = 'none';
    document.getElementById('canned-preview').style.display = 'none';
    return;
  }
  var body = select.options[select.selectedIndex].dataset.body || '';
  var resolved = resolveCannedVars(body);
  // Sofort einfügen
  insertIntoRichField('message-field', resolved);
  // Vorschau aktualisieren
  var preview = document.getElementById('canned-preview');
  preview.innerHTML = resolved;
  document.getElementById('canned-preview-btn').style.display = 'inline-block';
  select.value = '';
}

function toggleCannedPreview() {
  var p = document.getElementById('canned-preview');
  var btn = document.getElementById('canned-preview-btn');
  var visible = p.style.display !== 'none';
  p.style.display = visible ? 'none' : 'block';
  btn.textContent = visible ? 'Vorschau' : 'Vorschau ausblenden';
}
</script>

<script>
// E-Mail Quelltext Toggle
function toggleRaw(id) {
  var raw      = document.getElementById('raw-' + id);
  var rendered = document.getElementById('rendered-' + id);
  var btn      = document.getElementById('raw-btn-' + id);
  if (!raw) return;
  var showing        = raw.style.display !== 'none';
  raw.style.display      = showing ? 'none'  : 'block';
  rendered.style.display = showing ? 'block' : 'none';
  btn.textContent        = showing ? 'Quelltext' : 'Gerendert';
  btn.style.background   = showing ? 'var(--bg-soft)' : 'var(--primary)';
  btn.style.color        = showing ? 'var(--muted)'   : '#fff';
  btn.style.borderColor  = showing ? 'var(--border)'  : 'var(--primary)';
}
</script>

<script>
// @Mention Autocomplete
(function() {
  var names = <?= json_encode($mentionNames) ?>;
  var field = document.getElementById('message-field');
  if (!field) return;
  var box = document.createElement('ul');
  box.id = 'mention-box';
  box.style.cssText = 'position:fixed;background:#fff;border:1px solid #d1d5db;border-radius:6px;list-style:none;margin:0;padding:4px 0;z-index:9999;min-width:160px;box-shadow:0 4px 12px rgba(0,0,0,.14);display:none;max-height:180px;overflow-y:auto';
  document.body.appendChild(box);
  var atPos = -1;
  field.addEventListener('input', function() {
    var val = field.value, pos = field.selectionStart;
    var before = val.substring(0, pos);
    var m = before.match(/@(\w*)$/);
    if (!m) { box.style.display='none'; return; }
    var q = m[1].toLowerCase();
    var hits = names.filter(function(n){ return n.toLowerCase().indexOf(q) === 0 || (q.length > 1 && n.toLowerCase().indexOf(q) > -1); }).slice(0,8);
    if (!hits.length) { box.style.display='none'; return; }
    // Sicheres DOM-Building statt innerHTML (verhindert XSS durch Staff-Namen mit HTML)
    box.innerHTML = '';
    hits.forEach(function(n) {
      var li = document.createElement('li');
      li.dataset.name = n;
      li.style.cssText = 'padding:6px 14px;cursor:pointer;font-size:.88rem;white-space:nowrap';
      li.textContent = n; // textContent escaped automatisch
      li.addEventListener('mousedown', function(e) { e.preventDefault(); insertMention(li.dataset.name); });
      box.appendChild(li);
    });

    var r = field.getBoundingClientRect();
    box.style.left = r.left + 'px';
    box.style.top  = (r.bottom + 4) + 'px';
    box.style.display = 'block';
    atPos = before.lastIndexOf('@');
  });
  document.addEventListener('click', function(){ box.style.display='none'; });
  function insertMention(name) {
    var val = field.value, pos = field.selectionStart;
    var before = val.substring(0, atPos);
    var after  = val.substring(pos);
    field.value = before + '@' + name + ' ' + after;
    field.selectionStart = field.selectionEnd = atPos + name.length + 2;
    field.focus();
    box.style.display = 'none';
  }
})();
</script>

<script>
(function() {
  var lastCount = <?= count($thread) ?>;
  var ticketNumber = <?= json_encode($ticket['ticket_number']) ?>;
  function checkUpdates() {
    fetch('/staff/ticket_poll_staff.php?n=' + encodeURIComponent(ticketNumber) + '&count=' + lastCount)
      .then(function(r){ return r.json(); })
      .then(function(data){
        if (data.new_count > lastCount) {
          window.location.reload();
        }
      })
      .catch(function(){});
  }
  setInterval(checkUpdates, 15000);
})();
</script>

<style>
@media print {
  .app-shell > nav, ._sidebar, .staff-sidebar, nav.sidebar,
  [class*="sidebar"], .topbar .btn-row, .card:last-of-type form,
  details, button[type="submit"], .btn, .btn-row,
  /* Interne Kommentare */
  .thread-comments { font-size:.83rem; }
  .comment-input-wrap { display:none; }
  .thread-comments > div:last-child { border-bottom: none; }

  /* E-Mail HTML Body */
  .email-html-body { max-width:100%; overflow-x:auto; }
  .email-html-body table { border-collapse:collapse; max-width:100%; }
  .email-html-body td, .email-html-body th { padding:4px 8px; }
  .email-html-body img { max-width:100%; height:auto; }
  .email-html-body blockquote { border-left:3px solid var(--border); margin:8px 0; padding:6px 12px; color:var(--muted); }
  .email-html-body a { color:var(--primary); }
  .email-quote-wrap { margin:10px 0; }
  .email-quote-toggle { background:none; border:1px solid var(--border); border-radius:4px; padding:2px 8px; font-size:.75rem; color:var(--muted); cursor:pointer; }
  .email-quote-toggle:hover { background:var(--border-soft); }

  select, input[type="file"], label[for="attachments"],
  label[for="canned_picker"], #canned_picker { display: none !important; }
  .thread-msg { break-inside: avoid; border: 1px solid #ccc !important; margin-bottom: 12px !important; box-shadow: none !important; }
  body, .app-shell { background: white !important; }
  .main-content { margin: 0 !important; padding: 0 !important; }
}
</style>

<script>
(function() {
  var ticketId = <?= (int)$ticket['id'] ?>;
  var banner   = document.getElementById('presence-banner');
  var text     = document.getElementById('presence-text');

  function ping() {
    fetch('/staff/ticket_presence.php?ticket_id=' + ticketId + '&action=ping')
      .then(function(r) { return r.json(); })
      .then(function(users) {
        if (users.length > 0) {
          var names = users.map(function(u) { return u.name; });
          var label = names.length === 1
            ? names[0] + ' schaut gerade auf dieses Ticket'
            : names.slice(0, -1).join(', ') + ' und ' + names[names.length-1] + ' schauen gerade auf dieses Ticket';
          text.textContent = label;
          banner.style.display = 'flex';
        } else {
          banner.style.display = 'none';
        }
      })
      .catch(function() {});
  }

  // Sofort und dann alle 15 Sekunden
  ping();
  setInterval(ping, 15000);

  window.addEventListener('beforeunload', function() {
    navigator.sendBeacon('/staff/ticket_presence.php?ticket_id=' + ticketId + '&action=leave');
  });
})();
</script>


<script src="/assets/js/ticket-lightbox.js?v=<?= @filemtime(__DIR__ . '/../assets/js/ticket-lightbox.js') ?: time() ?>"></script>
<style>
/* Eingeklappter E-Mail-Verlauf: gleiche Optik wie der Knopf „Quelltext“ */
.email-quote-wrap { margin:12px 0 4px; }
.email-quote-toggle { display:inline-flex; align-items:center; gap:6px; font:inherit; font-size:.76rem; font-weight:600; line-height:1; padding:6px 12px; border:1px solid var(--border,#e2e8f0); border-radius:999px; background:var(--bg-soft,#f8fafc); color:var(--muted,#64748b); cursor:pointer; transition:background .15s,border-color .15s,color .15s; }
.email-quote-toggle:hover { background:var(--surface,#fff); border-color:var(--primary,#0f6f6a); color:var(--primary,#0f6f6a); }
.email-quote-toggle:focus-visible { outline:2px solid var(--primary,#0f6f6a); outline-offset:2px; }
.email-quoted { margin-top:10px; padding:4px 0 4px 14px; border-left:3px solid var(--border,#e2e8f0); color:var(--muted,#64748b); font-size:.92em; }
.tv-tabs { grid-column:1 / -1; display:flex; gap:2px; margin:0; border-bottom:1px solid var(--border,#e2e8f0); overflow-x:auto; overflow-y:hidden; }
.tv-tab { background:none; border:0; border-bottom:3px solid transparent; padding:9px 14px; margin-bottom:-1px; cursor:pointer; font:inherit; font-weight:600; color:var(--muted,#64748b); border-radius:8px 8px 0 0; white-space:nowrap; }
.tv-tab:hover { color:var(--text,#0f172a); background:var(--surface,#fff); }
.tv-tab.active { color:var(--primary); border-bottom-color:var(--primary); background:var(--surface,#fff); }
[data-ptab][hidden] { display:none !important; }
</style>
<script>
// Reiter unter dem Verlauf: zeigt nur die Karten der gewählten Gruppe. Die Wahl bleibt beim Neuladen (z. B. nach dem Speichern) erhalten.
(function () {
  var bar = document.getElementById('tv-tabs');
  if (!bar) return;
  var tabs = bar.querySelectorAll('.tv-tab');
  function show(name) {
    var found = false;
    tabs.forEach(function (b) { var on = b.dataset.tab === name; if (on) found = true; b.classList.toggle('active', on); b.setAttribute('aria-selected', on ? 'true' : 'false'); });
    if (!found) return show('details');
    document.querySelectorAll('[data-ptab]').forEach(function (el) { el.hidden = el.dataset.ptab !== name; });
    try { sessionStorage.setItem('tv_tab', name); } catch (e) {}
  }
  tabs.forEach(function (b) { b.addEventListener('click', function () { show(b.dataset.tab); }); });
  var saved = 'details';
  try { saved = sessionStorage.getItem('tv_tab') || 'details'; } catch (e) {}
  show(saved);
})();
</script>
<?php require __DIR__ . '/_footer.php'; ?>